Job Details
Grade: 10A
Hourly Rate: £28.21 - £29.50
Salary: £51499.80 - £53854.05 per annum
Contract Duration: Permanent
Interviews will be held on 28th October 2025
Role Purpose
Are you a strategic leader with a passion for delivering exceptional customer service? We’re looking for a dynamic Delivery Manager to lead our Customer Advice & Support Service (CASS) teams across the Scottish Borders. In this pivotal role, you’ll drive innovation, digital transformation, and continuous improvement across key service areas including Registration, Financial Inclusion, and all customer-facing contact channels. You’ll manage a large, multi-disciplinary team and play a vital role in shaping accessible, responsive services that make a real difference to our communities.
We’re seeking someone with:
Proven leadership in customer service or public sector environments
Strong people management and stakeholder engagement skills
A forward-thinking approach to digital enablement and service transformation
Expertise in performance management and service quality
This is a fantastic opportunity to influence service delivery at scale, contribute to strategic planning, and lead a team committed to supporting individuals and families across the region.
Apply now to be part of a progressive, customer-focused team making a lasting impact.
For this role the Council also offers a Career Pathway dedicated to fostering professional development. Applications would be considered from those who do not meet the essential criteria but who demonstrate a genuine interest and are willingness to embark on a rewarding career journey. This would allow you to join our team and work through a career pathway from your current set of skills, knowledge, and experience to one that matches the original essential criteria of the advertised job whilst working for the Council. A Career Pathway appointment would be dependent on the applicants’ current skills, knowledge, and experience
Essential
IRRV professional qualification or a Customer Services qualification SVQ level 4 or degree level qualification in a relevant area or demonstrable relevant experience
Informal Enquiries
Informal enquiries may be made to Gillian Young by telephone on 01835824000 or by email at gyoung@scotborders.gov.uk