Role Purpose

The Customer Service Officer provides effective customer service and first line enquiry management for GTC Scotland.

Role Specific Responsibilities

• Provide effective customer service on behalf of GTC Scotland.

• Manage and respond to a high volume of inbound calls listening carefully to caller’s requirements to ensure requests are dealt with effectively and efficiently in line with policy and procedure.

• Stay calm and focused in dealing with customer enquiries, using information sheet prompts to resolve simple enquiries, and preventing the need for further response when possible.

• Relay standard responses to specific situations clearly, calmly and consistently.

• Listen to information provided by customers during calls and accurately complete electronic contact forms using question prompts as required to correctly capture key information and always looking to resolve enquiries at the earliest possible stage.

• Follow process and procedure to complete allocated first line enquiry administrative tasks.

• Meet targets as set out and agreed with your line manager.

• Share best practice knowledge with colleagues to promote continuous improvement.

• Provide cover for reception to receive external visitors, ensure entry and exit, provide catering and support meeting arrangements as required.

• 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

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, or equivalent attested vocational or work-based training

• Evidence of ongoing professional learning

Knowledge, Skills and Experience

Essential

• Experience in effective interactions with colleagues, customers and/or service users

• Good quality written skills

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

• Experience of working in a customer contact, secretarial, administrative or similar role

Desirable

• A good understanding of the work of GTC Scotland

Personal Qualities

Essential

• Effective and demonstrable communication

• A commitment to excellence in self and ongoing learning

• The ability to maintain absolute confidentiality and discretion

• A commitment to team working

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.