Lead Customer and Business Support Officer

6 months ago

Edinburgh, United Kingdom GTC Scotland Full time

**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 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

**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.

**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

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