Associate Customer Relationship Manager

The focus of the role holder will be to act as an integral part of the Customer Relationship Team, contributing to the successful delivery of the team’s outcomes/objectives., Your main duties will include: •Manage expedite customer workflow, engaging with internal stakeholders and supporting customers throughout their journey. •Support the promotion of RoS (including the services and products we offer) to a wide range of external stakeholders. •Provide a quality information service to all customers, external and internal building positive relationships, managing and responding to complex miscellaneous and technical enquiries. •Work collaboratively with stakeholders of all levels on standard issues with an aim of providing an excellent level of customer service. •Monitor the shared inbox, handling enquires within the agreed timeframes and escalating wherever necessary. •Ability to identify common/recurring problems which affect service to influence customer led continuous improvement opportunities. •Provide input on Salesforce. •Be prepared to attend events and support whenever necessary. •Provide telephony cover as and when required. •Undertake PKI and CSI support. •Be prepared to assist the wider Customer Relationship team with ad hoc tasks. •Working collaboratively with the team across both Edinburgh and Glasgow sites, sharing knowledge and skills.

•Experience of using a customer relationship management tool (e.g. Salesforce) •Experience in using Microsoft Office suite •Experience of dealing with a range of internal and external stakeholders Competencies Changing and Improving/Analysis and Making Effective Decisions •Keeps self and team up to date with changes, sharing knowledge and experience with others wherever applicable and takes initiative to implement improvements. •Ability to analyse information and provide advice/feedback to team members with an aim of offering recommendations and setting out clear action points for resolution. Leading and Communicating •Demonstrates excellent communication skills to meet audience needs, tailoring as required to express ideas accurately and effectively, both orally and in writing. •Is detail-oriented ensuring that all information shared is accurate and timely. •Confidently handles challenging conversations or requests, in a polite and respectful fashion. Collaborating and Partnering/Building Capability for All •Possesses excellent team working skills and works inclusively with a focus on building positive relationships at all levels. •Effectively contributes to continuous learning and improvement of services and products by taking responsibility for the quality of own work and seeking opportunities for improvement through continuous learning. Delivering a Quality Service •Ability to coordinate own and teams work ensuring agreed KPI’s are met through flexible working, structuring tasks effectively and clear adherence to relevant policies and procedures. •Organised with the ability to plan and prioritise workload with an aim of meeting strict deadlines., Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Candidates will be assessed against the essential criteria for the role and competencies as stated above. We will invite suitable candidates to an assessment centre week commencing 03 February, though this is subject to confirmation. Assessments will include a competency-based interview, and a role play exercise with full details being shared with candidates who make it through the sift stage. We will be assessing candidates in person at our Edinburgh office (Meadowbank House, 153 London Rd, EH8 7AU). Assessments and appointments are made in line with the Civil Service Recruitment Principles, in strict merit order.

Alongside your salary of £33,785, Registers of Scotland contributes £9,787 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. + What can we offer you? – Benefits at RoS: •We are a welcoming and inclusive community that functions on supportive practices such as Agile Coaches, Business Analysts, UX specialists and more. •We offer a stimulating working environment and strongly believe that a diverse team is crucial to achieving our mission! •Our team is ambitious, acts with integrity and demonstrates commitment to progress and impact. We nurture talent and reward success. •We work in an agile way, which is applied across the whole organisation. •RoS offers a generous annual leave entitlement. Starting with 26 days of holiday plus 12 days bank holidays (for a total of 38 days). We reward your commitment to us by increasing annual leave by +1 day per year, for up to +4 additional days on your entitlement, bringing your allowance to 42 days. •We operate a 35-hour working week and offer flexible working arrangements (up to 30 hours flexi per month). •We offer office locations in Edinburgh & Glasgow and currently offer a hybrid working model, having established we can successfully work remotely. As part of the reward package, you will get access to: •Civil Service pension at circa 29% contribution on the employer side. •Service benefits, cycle to work scheme, discounted dental insurance, £100 eye care vouchers subsidised gym memberships, childcare vouchers, buying and selling annual leave, retail discounts and more! •Family friendly leave policies (Maternity at

• 1-year full pay, Paternity Leave/Shared parental Leave/Special Leave & more) after 1 year of continuous service.
•We offer continuous training and development opportunities, including being able to attend industry events. •A generous salary range with pay progression arrangements is in place. •You will have access to external counselling and external advice. •We are a Disability Confident employer. •We monitor equal opportunities and offer support where needed.