Lead Customer and Business Support Officer - Edinburgh, United Kingdom - GTC Scotland

GTC Scotland

Verified Company

Edinburgh, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role Information
Lead Customer and Business Support Officer

Role Details

Job title
Lead Customer and Business Support Officer

Unit
Delivery

Contract type
Permanent

Grade
5

Salary range
£34,071 to £37,857

Responsible to
Customer Operations and Registration Manager

Responsible for
Customer Service Officer

Business Support Officer

Role Purpose

The
Lead Customer and Business Support Officer leads effective contact, administration and scheduling functions for GTC Scotland, ensuring efficient processes and professional service that aligns with agreed policy and procedures.

Role Outline

Responsibilities of All GTC Scotland Employees

Commit to GTC Scotland's values and principles
Understand that our communities improve through the provision of strong and effective education, and you have a role in helping that happen
Take ownership and responsibility through your work
Be selfaware, understanding your own strengths and areas for development
Be a restless learner, seeking opportunities for your own growth
Deliver work effectively to ensure impact
Work collaboratively to share and develop expertise
Ask for help when you need it
Be flexible and adaptive to meet our needs and those of our registrants
Actively find and develop solutions to issues

Responsibilities of All GTC Scotland Leaders and Managers

Have high expectations of yourself, colleagues and the organisation
Grow and empower others, scaffold the learning of others
Effectively coach others, ensuring we deliver with impact
Be a highly effective communicator
Effectively monitor and manage performance
Strive for continual improvement

Role Specific Responsibilities

Ensure effective implementation of bulk communications to registrants and prospective registrants across all GTC Scotland functions.
Ensure responsive and efficient customer service and effective enquiry management.
Lead, manage and motivate the Customer and Business Support team, effectively delegating tasks and identifying team development needs.
Ensure effective task prioritisation, allocation and completion, monitoring team efficiency, productivity and service alignment with agreed policy and procedures.
Ensure scheduling efficiency across panel, hearing and meeting arrangements.
Effectively interact with registrants and partners as required.
Work in partnership with the Lead Registration Officer to ensure coherent and effective service provision, including effective shortterm cover.
Ensure any policy and practice issues are known to the Customer Operations and Registration Manager, suggesting possible solutions as appropriate, in order to guide work with our Delivery team in the pursuit of service delivery excellence.
Perform other duties that may be reasonably required within the scope of your role as assigned to you.

Person Specification

Criteria

Qualifications and Training

Essential
Qualifications at Higher level (SCQF level 6) or equivalent, or equivalent attested vocational or work-based training

SCQF level 6 English (or equivalent)

A relevant customer service/secretarial/administrative qualification at SCQF level 6 or above, or equivalent attested vocational or work-based training

Evidence of ongoing professional learning

Desirable
Qualifications at SCQF level 7 or above

Knowledge, Skills and Experience

Essential
Proven experience of working in a role ensuring effective customer or user service delivery

Proven experience in ensuring effective interactions with customers and/or service users

Evidence of effective prioritisation and organisational skills

Good quality written skills

Proven experience in people leadership or management

Desirable
A good understanding of the work of GTC Scotland

Personal Qualities

Essential
Effective and demonstrable communication

Excellent organiser

A commitment to excellence in self and ongoing learning

The ability to maintain absolute confidentiality and discretion

Desirable
Not applicable

Special Conditions

Essential
Not applicable

Desirable
Not applicable

Who we are:

We are the General Teaching Council for Scotland. We register and regulate the teaching profession as a safeguard for the quality of education in Scotland. We work to maintain and enhance trust in teaching. We are a statutory body meaning our role is set out in law - we are independent of government.

Why work for us?
Make a difference to the quality of learning and teaching for children, young people and adult learners in Scotland.

Flexible working is our default and is open to all. You will have flexibility over when and where you work, depending on the requirements of the role. Most of our people choose to primarily work from home but office space is available if preferred. You will be expected to travel to our office in Edinburgh to attend collaborative eve