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Work for Scotland

Head of Customer Services

This job is closed and is displayed for reference only. 


Job summary

Salary £60379 - £69690
Location Scottish Borders
Hours Around 37.00 per week
Closing Date 03 June 2019 at midnight
Reference IRC70668E
Employment Type Permanent Employee

We are currently seeking applications for Head of Customer Services at the Scottish Public Pensions Agency based in Tweedbank near Galashiels in the Scottish Borders. This is a permanent and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability who meet the essential criteria below will be invited to the assessments.

The SPPA 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 with an annual pension spend to over 200,000 pensioners of more than £2.5 billion.

The Head of Customer Services will work closely with the Chief Executive as part of the Senior Leadership Team and be responsible for ensuring that we continue to provide an excellent service to our customers during a period of significant change. You will perform a lead role in implementing improvements to the operational performance of the Customer Services Department, helping to deliver the SPPA Strategic Plan.

You will have proven experience working in a senior operational role where you have ensured the consistent delivery of a high quality customer services function, employing a clear understanding of changing customer demands and driving continuous improvement at a strategic level.

Your leadership and experience will support the Customer Services Department to:
• Develop an enhanced understanding of changing customer requirements, and introduce and embed improvements to the service provided by the SPPA.
• Increase operational efficiency across the department and deliver best value for the tax payer, optimising the use of technology and effective processes.
• Enhance the Agency’s reputation amongst employers and members, positioning the Agency to increase the number of members serviced.

Qualifications Required
Degree-level qualifications and/or significant relevant experience will be required. If you are in any doubt please contact us to discuss.

Please note: If you fail to demonstrate how you meet the minimum qualifications or level of experience as stated above, your application will be automatically sifted out.

Essential Criteria
1. Strong leadership and motivational skills, including the ability to create a dynamic team culture and deliver challenging objectives within agreed timescales.
2. Significant experience in a senior customer service role in a demanding, fast paced and digital operational environment.
3. Evidence of developing, improving and maintaining relationships with customers and senior internal and external stakeholders.
4. Evidence of managing significant change through strategic thinking, continuous improvement and work force planning principles.

Provisional Sift and Interview Dates
Sifting - Week commencing 03/06/2019
Interview/Assessment Centre - 27/06/2019

Further Information
For further information on this vacancy please download and review the “Person Specification and Further Information for Job Applicants” which you will find below. To apply, you must fully complete and submit an online application via this website before the closing date. To learn more about this opportunity, please contact sppachiefexecutive@gov.scot or 01896 893 273.

If you experience any difficulties accessing our website or completing the online application form, please contact HR Resourcing on 0131 244 2843 or via recruitment@gov.scot.


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