Associate Customer Relationship Manager
Grade:
EO Salary:
£33,785.00 – £36,266.00 Benefits:
Flexible working arrangements, employer pension contributions of circa 29%, generous annual/parental and special leave policies, plus extensive personal wellbeing benefits. Please see full reward package at end of job description for more information. Duration:
Permanent Working Pattern:
As an employer that supports flexible working, we will consider part-time or compressed working requests, though these will be reviewed on a case by case basis and dependant on the role requirements. Location:
We offer a hybrid working model that provides flexibility to our colleagues in terms of how they work, as long as it meets the needs of both the individual and the organisation. Your contractual base will be either Meadowbank House, Edinburgh EH8 7AU or St Vincent Plaza, Glasgow G2 5LD. You will be required to visit one of these locations monthly. Department:
Customer Experience Directorate:
Business Development Role Reports to:
Senior Customer Relationship Manager Closing date:
19 January 2025 Number of Vacancies:
1
Registers of Scotland (RoS)
manages 21 land, property and other legal registers which are a critical asset for the Scottish economy. We aim to provide the best public service for Scotland and are on a mission to make some of the oldest public land registers in the world into some of the most modern. We are committed to providing the best service to our customers through the creation of award-winning digital services, supported by the latest in cloud and AI technology.
When working at RoS
we support our colleagues by offering a range of modern work policies and workspaces, as well as encouraging an inclusive, diverse, and equitable work environment. We are proud to promote our We Invest in People Gold Award, Investors in Young People Silver Award and We Invest in Wellbeing Gold Award, alongside our zero gender pay gap and the fact we are a disability confident employer.
About this Role: The focus of the role holder will be to act as an integral part of the Customer Relationship Team, contributing to the successful delivery of the team’s outcomes/objectives.
Main duties: Your main duties will include: Manage expedite customer workflow, engaging with internal stakeholders and supporting customers throughout their journey. Support the promotion of RoS (including the services and products we offer) to a wide range of external stakeholders. Provide a quality information service to all customers, external and internal building positive relationships, managing and responding to complex miscellaneous and technical enquiries. Work collaboratively with stakeholders of all levels on standard issues with an aim of providing an excellent level of customer service. Monitor the shared inbox, handling enquires within the agreed timeframes and escalating wherever necessary. Ability to identify common/recurring problems which affect service to influence customer led continuous improvement opportunities. Provide input on Salesforce. Be prepared to attend events and support whenever necessary. Provide telephony cover as and when required. Undertake PKI and CSI support. Be prepared to assist the wider Customer Relationship team with ad hoc tasks. Working collaboratively with the team across both Edinburgh and Glasgow sites, sharing knowledge and skills.
What can we offer you? – Benefits at RoS:
We are a welcoming and inclusive community that functions on supportive practices such as Agile Coaches, Business Analysts, UX specialists and more. We offer a stimulating working environment and strongly believe that a diverse team is crucial to achieving our mission! Our team is ambitious, acts with integrity and demonstrates commitment to progress and impact. We nurture talent and reward success. We work in an agile way, which is applied across the whole organisation. RoS offers a generous annual leave entitlement. Starting with
26 days of holiday plus 12 days bank holidays (for a total of 38 days) . We reward your commitment to us
by increasing annual leave by +1 day per year, for up to +4 additional days on your entitlement, bringing your allowance to 42 days . We operate a
35-hour working week and offer flexible working arrangements
(up to 30 hours flexi per month). We offer
office locations in Edinburgh & Glasgow
and currently
offer a hybrid working model , having established we can successfully work remotely.
As part of the reward package, you will get access to:
Civil Service pension at circa 29% contribution on the employer side . Service benefits, cycle to work scheme, discounted dental insurance, £100 eye care vouchers subsidised gym memberships, childcare vouchers, buying and selling annual leave, retail discounts and more! Family friendly leave policies (Maternity at *1-year full pay, Paternity Leave/Shared parental Leave/Special Leave & more)
*after 1 year of continuous service. We offer continuous training and development opportunities, including being able to attend industry events. A generous salary range with
pay progression arrangements is in place . You will have access to external counselling and external advice. We are a Disability Confident employer . We monitor equal opportunities and offer support where needed.
Essential criteria - Your Skills and Attributes for Success Technical/Experience
Experience of using a customer relationship management tool (e.g. Salesforce) Experience in using Microsoft Office suite Experience of dealing with a range of internal and external stakeholders
Competencies Changing and Improving/Analysis and Making Effective Decisions
Keeps self and team up to date with changes, sharing knowledge and experience with others wherever applicable and takes initiative to implement improvements. Ability to analyse information and provide advice/feedback to team members with an aim of offering recommendations and setting out clear action points for resolution.
Leading and Communicating
Demonstrates excellent communication skills to meet audience needs, tailoring as required to express ideas accurately and effectively, both orally and in writing. Is detail-oriented ensuring that all information shared is accurate and timely. Confidently handles challenging conversations or requests, in a polite and respectful fashion.
Collaborating and Partnering/Building Capability for All
Possesses excellent team working skills and works inclusively with a focus on building positive relationships at all levels. Effectively contributes to continuous learning and improvement of services and products by taking responsibility for the quality of own work and seeking opportunities for improvement through continuous learning.
Delivering a Quality Service
Ability to coordinate own and teams work ensuring agreed KPI’s are met through flexible working, structuring tasks effectively and clear adherence to relevant policies and procedures. Organised with the ability to plan and prioritise workload with an aim of meeting strict deadlines.
To apply, click on 'Apply now' and complete our online application form, you will need to submit:
A CV
setting out your career history and
how you meet the Technical/Experience elements of the essential criteria
(we recommend
no more than 4 pages in length ). As a continuation of your CV ,
a Statement of Suitability
(500 words minimum but no longer than 1000 words)
with examples of how you meet the competencies
as stated above. Your CV and Statement of Suitability should be submitted as a single document in MS Word format.
Please note:
CVs that are not accompanied by a full supporting statement will not be scored . Statements exceeding 1000 words will not be considered . We would strongly recommend that your answers are written in the
STAR format
(Situation, Task, Action & Result). We recommend that you work on your supporting statement using MS Word, and then uploading it; please note the system will “time-out” and sign you off if you are inactive or spend over a certain amount of time in the application without saving your progress. If we receive a high volume of applications, we may complete an initial sift on the
Technical/Experience and Leading and Communicating and Delivering a Quality Service competencies .
For further information on the competencies, visit our
Competency Framework . If you have any questions about the role, you can contact resourcing@ros.gov.uk
Assessment Candidates will be assessed against the essential criteria for the role and competencies as stated above. We will invite suitable candidates to an assessment centre
week commencing 03 February , though this is subject to confirmation.
Assessments will include a
competency-based interview , and a
role play exercise
with full details being shared with candidates who make it through the sift stage.
We will be assessing candidates in person at our Edinburgh office
(Meadowbank House, 153 London Rd, EH8 7AU).
Assessments and appointments are made in line with the
Civil Service Recruitment Principles , in strict merit order.
Indicative Recruitment Timetable Closing date: 19 Jan 2025 Application Sift: Week commencing 20 Jan 2025 Invites to assessment: 24 January 2025 Notice to candidates: Week commencing 27 January 2025 Assessment: Week commencing 03 February 2025 (most likely Wednesday 05 & Thursday 06 February)
* Please note dates may be subject to change.
Feedback Feedback will only be provided if you progress to interview stage.
Reserve List In the event that further posts are required, a reserve list of successful candidates will be kept for up to 12 months.
Eligibility In general, only nationals from the following countries (and associations of countries) are eligible for employment in the Civil Service: the
United Kingdom, the Republic of Ireland, and the Commonwealth .
EU nationals
(with settled or pre-settled status),
certain EEA nationals, Swiss and Turkish nationals are also eligible for employment . Detailed provisions on determining eligibility on the grounds of nationality and, where relevant, immigration status can be reviewed
here .
Security Successful candidates must undergo a
Disclosure Scotland check .
Equal Opportunities As part of the application process, please complete our Diversity Monitoring Form. RoS is a diverse and inclusive workplace, and we want to help you demonstrate your full potential whatever type of assessment is used.
If you require any adjustments to our recruitment process, please let us know via resourcing@ros.gov.uk
Further information For further information relating to RoS, including additional details on pay & benefits, the Civil Service Code and our complaints process, please view our
additional information page online .
If you have any questions, please contact resourcing@ros.gov.uk
#J-18808-Ljbffr
Grade:
EO Salary:
£33,785.00 – £36,266.00 Benefits:
Flexible working arrangements, employer pension contributions of circa 29%, generous annual/parental and special leave policies, plus extensive personal wellbeing benefits. Please see full reward package at end of job description for more information. Duration:
Permanent Working Pattern:
As an employer that supports flexible working, we will consider part-time or compressed working requests, though these will be reviewed on a case by case basis and dependant on the role requirements. Location:
We offer a hybrid working model that provides flexibility to our colleagues in terms of how they work, as long as it meets the needs of both the individual and the organisation. Your contractual base will be either Meadowbank House, Edinburgh EH8 7AU or St Vincent Plaza, Glasgow G2 5LD. You will be required to visit one of these locations monthly. Department:
Customer Experience Directorate:
Business Development Role Reports to:
Senior Customer Relationship Manager Closing date:
19 January 2025 Number of Vacancies:
1
Registers of Scotland (RoS)
manages 21 land, property and other legal registers which are a critical asset for the Scottish economy. We aim to provide the best public service for Scotland and are on a mission to make some of the oldest public land registers in the world into some of the most modern. We are committed to providing the best service to our customers through the creation of award-winning digital services, supported by the latest in cloud and AI technology.
When working at RoS
we support our colleagues by offering a range of modern work policies and workspaces, as well as encouraging an inclusive, diverse, and equitable work environment. We are proud to promote our We Invest in People Gold Award, Investors in Young People Silver Award and We Invest in Wellbeing Gold Award, alongside our zero gender pay gap and the fact we are a disability confident employer.
About this Role: The focus of the role holder will be to act as an integral part of the Customer Relationship Team, contributing to the successful delivery of the team’s outcomes/objectives.
Main duties: Your main duties will include: Manage expedite customer workflow, engaging with internal stakeholders and supporting customers throughout their journey. Support the promotion of RoS (including the services and products we offer) to a wide range of external stakeholders. Provide a quality information service to all customers, external and internal building positive relationships, managing and responding to complex miscellaneous and technical enquiries. Work collaboratively with stakeholders of all levels on standard issues with an aim of providing an excellent level of customer service. Monitor the shared inbox, handling enquires within the agreed timeframes and escalating wherever necessary. Ability to identify common/recurring problems which affect service to influence customer led continuous improvement opportunities. Provide input on Salesforce. Be prepared to attend events and support whenever necessary. Provide telephony cover as and when required. Undertake PKI and CSI support. Be prepared to assist the wider Customer Relationship team with ad hoc tasks. Working collaboratively with the team across both Edinburgh and Glasgow sites, sharing knowledge and skills.
What can we offer you? – Benefits at RoS:
We are a welcoming and inclusive community that functions on supportive practices such as Agile Coaches, Business Analysts, UX specialists and more. We offer a stimulating working environment and strongly believe that a diverse team is crucial to achieving our mission! Our team is ambitious, acts with integrity and demonstrates commitment to progress and impact. We nurture talent and reward success. We work in an agile way, which is applied across the whole organisation. RoS offers a generous annual leave entitlement. Starting with
26 days of holiday plus 12 days bank holidays (for a total of 38 days) . We reward your commitment to us
by increasing annual leave by +1 day per year, for up to +4 additional days on your entitlement, bringing your allowance to 42 days . We operate a
35-hour working week and offer flexible working arrangements
(up to 30 hours flexi per month). We offer
office locations in Edinburgh & Glasgow
and currently
offer a hybrid working model , having established we can successfully work remotely.
As part of the reward package, you will get access to:
Civil Service pension at circa 29% contribution on the employer side . Service benefits, cycle to work scheme, discounted dental insurance, £100 eye care vouchers subsidised gym memberships, childcare vouchers, buying and selling annual leave, retail discounts and more! Family friendly leave policies (Maternity at *1-year full pay, Paternity Leave/Shared parental Leave/Special Leave & more)
*after 1 year of continuous service. We offer continuous training and development opportunities, including being able to attend industry events. A generous salary range with
pay progression arrangements is in place . You will have access to external counselling and external advice. We are a Disability Confident employer . We monitor equal opportunities and offer support where needed.
Essential criteria - Your Skills and Attributes for Success Technical/Experience
Experience of using a customer relationship management tool (e.g. Salesforce) Experience in using Microsoft Office suite Experience of dealing with a range of internal and external stakeholders
Competencies Changing and Improving/Analysis and Making Effective Decisions
Keeps self and team up to date with changes, sharing knowledge and experience with others wherever applicable and takes initiative to implement improvements. Ability to analyse information and provide advice/feedback to team members with an aim of offering recommendations and setting out clear action points for resolution.
Leading and Communicating
Demonstrates excellent communication skills to meet audience needs, tailoring as required to express ideas accurately and effectively, both orally and in writing. Is detail-oriented ensuring that all information shared is accurate and timely. Confidently handles challenging conversations or requests, in a polite and respectful fashion.
Collaborating and Partnering/Building Capability for All
Possesses excellent team working skills and works inclusively with a focus on building positive relationships at all levels. Effectively contributes to continuous learning and improvement of services and products by taking responsibility for the quality of own work and seeking opportunities for improvement through continuous learning.
Delivering a Quality Service
Ability to coordinate own and teams work ensuring agreed KPI’s are met through flexible working, structuring tasks effectively and clear adherence to relevant policies and procedures. Organised with the ability to plan and prioritise workload with an aim of meeting strict deadlines.
To apply, click on 'Apply now' and complete our online application form, you will need to submit:
A CV
setting out your career history and
how you meet the Technical/Experience elements of the essential criteria
(we recommend
no more than 4 pages in length ). As a continuation of your CV ,
a Statement of Suitability
(500 words minimum but no longer than 1000 words)
with examples of how you meet the competencies
as stated above. Your CV and Statement of Suitability should be submitted as a single document in MS Word format.
Please note:
CVs that are not accompanied by a full supporting statement will not be scored . Statements exceeding 1000 words will not be considered . We would strongly recommend that your answers are written in the
STAR format
(Situation, Task, Action & Result). We recommend that you work on your supporting statement using MS Word, and then uploading it; please note the system will “time-out” and sign you off if you are inactive or spend over a certain amount of time in the application without saving your progress. If we receive a high volume of applications, we may complete an initial sift on the
Technical/Experience and Leading and Communicating and Delivering a Quality Service competencies .
For further information on the competencies, visit our
Competency Framework . If you have any questions about the role, you can contact resourcing@ros.gov.uk
Assessment Candidates will be assessed against the essential criteria for the role and competencies as stated above. We will invite suitable candidates to an assessment centre
week commencing 03 February , though this is subject to confirmation.
Assessments will include a
competency-based interview , and a
role play exercise
with full details being shared with candidates who make it through the sift stage.
We will be assessing candidates in person at our Edinburgh office
(Meadowbank House, 153 London Rd, EH8 7AU).
Assessments and appointments are made in line with the
Civil Service Recruitment Principles , in strict merit order.
Indicative Recruitment Timetable Closing date: 19 Jan 2025 Application Sift: Week commencing 20 Jan 2025 Invites to assessment: 24 January 2025 Notice to candidates: Week commencing 27 January 2025 Assessment: Week commencing 03 February 2025 (most likely Wednesday 05 & Thursday 06 February)
* Please note dates may be subject to change.
Feedback Feedback will only be provided if you progress to interview stage.
Reserve List In the event that further posts are required, a reserve list of successful candidates will be kept for up to 12 months.
Eligibility In general, only nationals from the following countries (and associations of countries) are eligible for employment in the Civil Service: the
United Kingdom, the Republic of Ireland, and the Commonwealth .
EU nationals
(with settled or pre-settled status),
certain EEA nationals, Swiss and Turkish nationals are also eligible for employment . Detailed provisions on determining eligibility on the grounds of nationality and, where relevant, immigration status can be reviewed
here .
Security Successful candidates must undergo a
Disclosure Scotland check .
Equal Opportunities As part of the application process, please complete our Diversity Monitoring Form. RoS is a diverse and inclusive workplace, and we want to help you demonstrate your full potential whatever type of assessment is used.
If you require any adjustments to our recruitment process, please let us know via resourcing@ros.gov.uk
Further information For further information relating to RoS, including additional details on pay & benefits, the Civil Service Code and our complaints process, please view our
additional information page online .
If you have any questions, please contact resourcing@ros.gov.uk
#J-18808-Ljbffr
