The Scottish Government
Customer Services Officer
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Job Opportunity at National Records of Scotland (NRS)
Are you a good communicator with experience in customer service? Do you have the confidence to advise and influence colleagues and stakeholders at all levels? If the answers to the above are yes, then this opportunity could be for you.
Working within the Customer Services, Operations and Archives Directorate at the National Records of Scotland (NRS), we are looking for Customer Services Officers to help, advise and support our customers in accessing information, records and historical archives.
As part of a team, you will work onsite to help our customers front of house in a variety of ways, including providing one-to-one assistance in technology use, retrieving records, scanning and ensuring our records are accessible. Additionally, you will process entries to our public registration records and answer telephone and email enquiries.
Responsibilities
Main duties will include, for which full training will be given:
- Assisting customers in our onsite search rooms, providing help, support and guidance, including supporting customers with family history research.
- Operating our digital registration service software required to run registration services.
- Assisting with retrieving, indexing and scanning of records, quality assuring standard of information presented online and ensure records are correct and hold full information.
- Create and process changes to public registration records accurately and issue certificates as required.
- Answering phones, emails and written requests from members of the public, registrars and other stakeholders with regards to all aspects of NRS.
- Processing orders and managing payments for NRS Services
- In line with organisational priorities and needs, work as part of a flexible team to perform other tasks and provide support to other teams, departments and individuals within NRS as required.
Success Profile
Success profiles are specific to each job and they include the mix of behaviours, experience and technical criteria (if applicable) that candidates will be assessed on.
Technical / Professional Skills
- Connections and communication, Level - Awareness
- Adaptability to change, Level - Awareness
- Delivery and decision making at speed, Level - Awareness
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You can find out more about the skills required, here: ODP Professional Skills Framework - Operational Delivery Profession
Experience
Experience of communicating complex information clearly and effectively, with the ability to provide accurate explanations and guidance to customers in an understandable and customer-focused manner.
Behaviours
- Managing a quality service – Level 1
You can find out more about Success Profiles Behaviours Here
How To Apply
Apply online, providing a CV and supporting statement (of no more than 750 words) providing evidence of how you meet the behaviours, experience and technical skills listed in the Success Profile above. Both the CV and the supporting statement provided will be assessed against the criteria for the role.
Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.
Vacancy closes at 23:59 on Wednesday 19 August.
If invited for further assessment, this will consist of an interview and presentation.
Assessments are scheduled for w/c 7th September, however this may be subject to change.
Sponsorship
Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK.
Recruitment Principles
As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases.
About Us
National Records of Scotland (NRS) is Scotland’s record keeper. Our purpose is to collect, preserve and produce information about Scotland's people and history and make it available to inform current and future generations. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.
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NRS is a Non-Ministerial Department of the Scottish Government observing the Civil Service Code and our staff are part UK Civil Service, working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.
Working Pattern
Our standard hours are 35 hours per week, these roles require onsite working. If you have specific questions about the role you are applying for, please contact us.
Security Checks
Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).
You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide.
Equality Statement
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.
Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.
Further Information
Find out more about our organisation, what we offer staff members and how to apply on our Careers Website.
Read our Candidate Guide for further information on our recruitment and application processes.
For more information on the role, please contact Aidan.Stevenson@nrscotland.gov.uk and Sarah.Maclean@nrscotland.gov.uk
Apply before: 19/08/2026 (23:59)
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