Customer Services Officer

Customer Services Officer Jobs in Edinburgh – National Records of Scotland

Customer Services Officer – 3 Permanent Positions

National Records of Scotland (NRS) is recruiting Customer Services Officers in Edinburgh. This is a full-time, permanent opportunity within the Customer Services, Operations and Archives Directorate, supporting members of the public with access to information, records and historical archives.

The role is suitable for candidates with customer service experience, strong communication skills and the ability to provide clear and accurate guidance to customers and stakeholders.

Important: Skilled Worker sponsorship is not available for this position. Applicants must already have an existing and ongoing right to work in the UK.

Job Summary

About the Customer Services Officer Role

The successful candidates will join the Customer Services, Operations and Archives Directorate at National Records of Scotland.

Customer Services Officers will help members of the public access information, records and historical archives. The role involves a wide range of customer-facing and administrative duties, including assisting visitors in search rooms, retrieving records, scanning documents, processing registration records and responding to enquiries.

Full training will be provided for the main duties of the position.

The organisation is looking for individuals who are confident communicators and can provide accurate, understandable and customer-focused advice.

Key Responsibilities

As a Customer Services Officer, your responsibilities will include:

Customer Support

• Assist customers in onsite search rooms.
• Provide help, support and guidance to members of the public.
• Support customers undertaking family history research.
• Provide one-to-one assistance with the use of technology.
• Explain information and procedures clearly to customers.

Records and Archives

• Retrieve records requested by customers.
• Index and scan records.
• Ensure records are accessible and accurately presented online.
• Quality assure information published online.
• Check records to ensure they contain complete and accurate information.

Registration Services

• Operate digital registration service software.
• Create and process changes to public registration records accurately.
• Issue certificates when required.
• Process entries relating to public registration records.

Communication and Enquiries

• Answer telephone enquiries.
• Respond to emails and written requests.
• Deal with enquiries from members of the public, registrars and other stakeholders.
• Provide accurate information about National Records of Scotland services.

Payments and Administration

• Process customer orders.
• Manage payments for NRS services.
• Complete administrative tasks accurately and efficiently.
• Work flexibly with other teams and departments when required.

Who Can Apply?

This position may suit candidates with experience in:

• Customer service
• Public-facing services
• Administration
• Records management
• Information services
• Archives
• Government or public-sector services
• Registration services
• Front-of-house operations
• Helpdesk or customer support

Previous experience does not necessarily need to be in an archives environment, as full training will be provided for the main duties.

Essential Experience

Candidates should have 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 way.

You should be comfortable dealing with members of the public and able to adapt your communication style to different customers and situations.

Success Profile Criteria

Candidates will be assessed against the relevant Civil Service Success Profile criteria.

Technical and Professional Skills

The role requires the following skills at Awareness level:

1. Connections and communication
2. Adaptability to change
3. Delivery and decision making at speed

Candidates should demonstrate their ability to communicate effectively, adapt to changing circumstances and deliver accurate work efficiently.

Behaviour

The position requires:

Managing a Quality Service – Level 1

Candidates should demonstrate an ability to provide reliable, accurate and customer-focused services while maintaining appropriate standards.

Application Requirements

Applicants must apply online and provide:

• A CV
• A supporting statement of no more than 750 words

Your supporting statement should provide evidence showing how you meet the required:

• Behaviours
• Experience
• Technical and professional skills

Both your CV and supporting statement will be assessed against the criteria for the role.

Important AI Application Guidance

AI tools may be used to support your application, but all statements and examples must be:

• Truthful
• Factually accurate
• Based on your own experience

Applicants should not present AI-generated content, other people’s experiences or ideas as their own.

Applications may be withdrawn where plagiarism is identified, and internal candidates may be subject to disciplinary action.

Interview and Assessment

Candidates who are shortlisted for further assessment will be required to complete:

• Interview
• Presentation

Assessments are currently scheduled for the week commencing 7 September 2026, although the schedule may be subject to change.

Skilled Worker Visa Sponsorship

Sponsorship is NOT available

This is an important eligibility requirement.

National Records of Scotland has confirmed that Skilled Worker sponsorship is not available for this role.

As a result, the employer cannot appoint candidates who require Skilled Worker sponsorship either now or in the future.

Applicants must therefore have an existing and ongoing right to work in the UK.

UK-Based Applicants Only

This vacancy is therefore particularly relevant to candidates who already have the legal right to work in the UK and meet the other eligibility requirements.

Working Pattern

The position is:

• Full-time
• Permanent
• 35 hours per week
• On-site in Edinburgh

The role requires onsite working.

Salary

Successful candidates will receive an annual salary between:

£27,164 – £30,281 per year

The exact salary offered will depend on the applicable arrangements and successful candidate’s circumstances.

About National Records of Scotland

National Records of Scotland is Scotland’s record keeper.

Its purpose is to collect, preserve and produce information about Scotland’s people and history and make that information available to current and future generations.

NRS is a Non-Ministerial Department of the Scottish Government and is part of the UK Civil Service.

Employees work with Ministers and senior stakeholders to deliver important public services that benefit people across Scotland.

The organisation promotes a supportive and inclusive working environment and offers a range of employee benefits.

Security Checks

Successful candidates will need to complete the Baseline Personnel Security Standard (BPSS) before appointment.

The BPSS includes four main pre-employment checks:

1. Identity
2. Right to work
3. Employment history
4. Criminal record check covering unspent convictions

Candidates should ensure that the information provided during the recruitment process is accurate and complete.

Equality and Inclusion

National Records of Scotland is committed to equality and inclusion and aims to recruit a diverse workforce that reflects the population of Scotland.

Recruitment adjustments are available for candidates who require additional support during the recruitment process.

Application Deadline

Wednesday, 19 August 2026 at 23:59

Do not wait until the final day to apply. Candidates should allow sufficient time to complete their CV and supporting statement and submit their application before the closing time.

How to Apply

Interested candidates should apply through the official recruitment portal.

Official Job Application

Customer Services Officer – Job Identification 4446

Applicants should ensure that their CV and supporting statement directly address the requirements listed in the vacancy.

Contact Information

For questions about the role, candidates can contact:

Aidan Stevenson
Email: Aidan.Stevenson@nrscotland.gov.uk

Sarah Maclean
Email: Sarah.Maclean@nrscotland.gov.uk

Key Takeaways

• Job: Customer Services Officer
• Employer: National Records of Scotland
• Location: Edinburgh
• Salary: £27,164 – £30,281
• Contract: Permanent
• Hours: 35 hours per week
• Working: On-site
• Vacancies: 3
• Experience: Customer service and effective communication experience
• Qualification: No specific qualification stated in the vacancy
• Sponsorship: Not available
• Right to work: Existing and ongoing UK right to work required
• Application: CV + supporting statement of up to 750 words
• Assessment: Interview and presentation
• Closing date: 19 August 2026 at 23:59

Final Reminder

If you have customer service experience, communicate confidently with members of the public and already have the right to work in the UK, this could be an opportunity worth considering.

Make sure your application demonstrates clear communication, customer-focused service, adaptability, accuracy and your ability to deliver a quality service.

Apply before 23:59 on Wednesday, 19 August 2026.