Description Are you a strong, focused individual who is interested in playing a crucial role in Customer Service within SPPA? The Scottish Public Pensions Agency is an Agency of the Scottish Government. Our principal role is to administer the pensions for employees in the National Health Service, Teachers’, Police and Fire-fighters’ pension schemes in Scotland. The Agency administers these public service pension schemes on behalf of Scottish Ministers to over 640,000 members with annual payments of over £3.7 billion, together with the related agency administration expenditure of c. £31 million.' As a Customer Services Manager, you will be responsible for your own business area, supporting your Chief Operating Officer to deliver against set demands of our fast past Operational Delivery environment. You will be expected to actively collaborate through co-operation and communication with the wider Agency Management team. You will be expected to lead by example in the development of colleague behaviours that result in organisational and culture change whilst acting as a positive role model for your team, your role, leadership and management responsibilities. Responsibilities Ability to manage difficult situations in a calm and professional manner. Prepared to react quickly and professionally to situations, some of which may be unexpected. Comfortable in dealing sensitively and professionally with people from all walks of life; many of whom may be vulnerable and under stress. Building cross government networks and embedding a culture of open and transparent communication. Leading teams and providing direction and motivation in an inclusive way. Planning team workloads to ensure excellent customer service. Making decisions to positively impact services whilst managing and being accountable for the risks around delivery and decision making at pace. Responsibilities Success Profiles Success profiles are specific to each job and include the mix of skills, experience and behaviours candidates would assessed on. Technical/Professional Skills: Data and Insights - Practitioner You can find out more about the skills required here: ODP Competency framework | Pathways Experience: The ability to understand complex information and give clear explanations to customers whilst remaining calm in difficult situations and in a professional manner. Behaviours: Communicating and Influencing - Level 3 Delivery at Pace - Level 3 Changing and Improving - Level 3 Making Effective Decisions - Level 3 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 1000 words) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profile, above. If invited for further assessment, this will consist of an interview and job simulation. Interview and assessment are expected to take place in person on site at SPPA, 7 Tweedside Park, Tweedbank, Galashiels, TD1 3TE. Interview and assessments are scheduled for w/c 6th October onwards, however this may be subject to change. Qualifications About us The Scottish Public Pensions Agency is an Agency of the Scottish Government. Our principal role is to administer the pensions for employees in the National Health Service, Teachers’, Police and Fire-fighters’ pension schemes in Scotland for over 500,000 key workers. The Agency administers these public service pension schemes on behalf of Scottish Ministers with an annual pension spend to over 200,000 pensioners to the value of more than £2.5 billion. SPPA Careers | SPPA (pensions.gov.scot ) Civil Service Nationality Rules Working Pattern Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options, with two days minimum working on site at SPPA. 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 Apply Before: 21st September (23:59) - This role is open to internal candidates and Common Citizenship organisations only.