Job Description
Are you a good communicator with experience in customer service? Do you have the confidence to advise and influence colleagues and stakeholders at all levels? If the answers to the above are yes, then this opportunity could be for you.
We are looking for Customer Services Officers to help, advise and assist our customers to access information, records and historical archives. Working as part of a team, you will help our customers front of house in a variety of ways, including providing one-to-one assistance in technology use, retrieving records, scanning and ensuring our records are accessible. Additionally, you will process entries to our public registration records and answer telephone and e-mail enquiries.
Responsibilities
Working within the Operations and Customer Services Directorate, you will undertake customer-related business tasks and specific tasks relating to the accessing, recording and retrieval of information from our Statutory Registers both electronically and in hard copy. The ability to engage with staff across National Records of Scotland (NRS) and with external stakeholders is essential.
Main duties will include, for which full training will be given:
1. Assisting customers in our onsite search rooms, providing help, support and guidance, including supporting customers with family history research.
2. Operating our digital registration service software required to run registration services.
3. Assisting with retrieving, indexing and scanning of records, quality assuring standard of information presented online and ensuring records are correct and hold full information.
4. Creating and processing changes to public registration records accurately and issuing certificates as required.
5. Answering phones, emails and written requests from members of the public, registrars and other stakeholders with regards to all aspects of NRS.
6. Processing orders and managing payments for NRS Services.
7. In line with organisational priorities and needs, work as part of a flexible team to perform other tasks and provide support to other teams, departments and individuals within NRS as required.
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