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 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 short-term 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. Perform other duties that may be reasonably required within the scope of your role as assigned to you. 

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 self-aware, 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

Person Specification

Qualifications and Training

Essential

• Qualifications at Higher level (SCQF level 6 or above), 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

• Excellent digital literacy including competency with Microsoft 365 applications (including Outlook, Teams, Word, Excel, PowerPoint, SharePoint, Dynamics)

• 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

Additional Information

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 events and as the role requires. Please talk to us about your individual flexibility preferences.

•  Learning is one of our core principles. We will support your learning and development to help you perform at your best in your role and to develop your future career.

• Annual leave entitlement is a generous 42 days.

•  Local Government Pension Scheme is open to all employees.

 Our Values

• Trust and Respect - All of us are equally important. We seek out and listen to others’ views. We support each other and build positive working relationships.

•  Integrity – We do what we say we will. We deliver on our plans and effectively communicate with others. We are committed to continually learning and improving.

•  Social Justice – We embrace diversity. We understand the importance of positive wellbeing and seek to support each other and our registrants. We want you to feel like you belong.