Customer Services Officer (4446) – Scottish Government
Certificate of Sponsorship (CoS): Not Available
Job Overview
The Scottish Government, through the National Records of Scotland (NRS), is recruiting three Customer Services Officers to join its Customer Services, Operations and Archives Directorate.
This permanent Civil Service opportunity is ideal for individuals with excellent communication and customer service skills who enjoy helping people access historical archives, public records, and registration services. Successful candidates will support customers onsite while contributing to the delivery of high-quality public services.
Job Details
| Category | Details |
|---|---|
| Employer | Scottish Government – National Records of Scotland (NRS) |
| Job Title | Customer Services Officer (4446) |
| Reference Number | 473854 |
| Location | Edinburgh, Scotland (EH1 3YT / EH1 3YY) |
| Salary | £27,164 – £30,281 per year |
| Contract Type | Permanent |
| Working Pattern | Full-time |
| Vacancies | 3 |
| Job Grade | Administrative Assistant (A3) |
| Application Deadline | 11:55 PM, Wednesday, 19 August 2026 |
| Certificate of Sponsorship | Not Available |
About the Role
As a Customer Services Officer, you will play an important role in helping members of the public access Scotland’s historical archives, public records, and registration services.
Working as part of a dedicated team, you will assist visitors in search rooms, provide support with digital technology, retrieve and scan records, process registration documents, and respond to enquiries received by telephone, email, and post.
Full training will be provided.
Key Responsibilities
- Assist customers in onsite search rooms.
- Support visitors with family history research.
- Provide one-to-one assistance using digital technology.
- Operate digital registration service software.
- Retrieve, scan, and index historical records.
- Carry out quality assurance checks on records before publication.
- Process amendments to public registration records.
- Issue official certificates where required.
- Respond to telephone, email, and written enquiries.
- Process customer orders and payments.
- Work collaboratively across departments.
- Support operational priorities as required.
Person Specification
Applicants should demonstrate:
- Previous customer service experience.
- Excellent communication skills.
- Ability to explain complex information clearly.
- Strong attention to detail.
- Good organisational skills.
- Confidence using digital systems.
- Ability to work effectively within a team.
- Flexibility and adaptability.
- Commitment to delivering excellent customer service.
Essential Experience
Successful applicants should have experience:
- Communicating effectively with customers.
- Providing clear guidance and support.
- Explaining complex information in a simple way.
- Delivering high-quality customer service.
- Working accurately with sensitive information.
Technical Skills
Candidates will be assessed on:
- Connections and Communication (Awareness)
- Adaptability to Change (Awareness)
- Delivery and Decision Making at Speed (Awareness)
Behaviour Assessment
- Managing a Quality Service
Salary and Benefits
Successful candidates will receive:
- Salary of £27,164–£30,281 per year
- Permanent Civil Service employment
- Civil Service Pension with a 28.97% employer contribution
- Flexible working options
- Learning and development opportunities
- Inclusive working environment
- Excellent career progression
- Comprehensive Civil Service employee benefits
Security Requirements
Successful applicants must complete:
- Criminal Record Check
- Baseline Personnel Security Standard (BPSS)
Eligibility
This vacancy is open to applicants who already have the legal right to work in the United Kingdom.
Eligible applicants include:
- UK nationals
- Irish nationals
- Eligible Commonwealth citizens
- Individuals with qualifying immigration status under Civil Service nationality rules
Certificate of Sponsorship (CoS)
This vacancy does not offer Skilled Worker visa sponsorship or a Certificate of Sponsorship (CoS).
Applicants must already have permission to work in the UK before applying.
Why Join the Scottish Government?
The Scottish Government offers an excellent opportunity to build a rewarding Civil Service career while helping preserve Scotland’s national history. Employees benefit from professional development, generous pension contributions, flexible working arrangements, and an inclusive workplace culture.
How to Apply
Submit your application through the official Civil Service Jobs website before:
11:55 PM (BST), Wednesday, 19 August 2026
Early applications are encouraged.
Application Deadline
Wednesday, 19 August 2026
Time: 11:55 PM (BST)
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