Team Leader - B1

This opportunity is only open to internal Scottish Government applicants who are currently 'Priority Movers'. Applications from individuals not currently on the Priority Mover list will be rejected and not considered.

As a Team Leader within SAAS Operations, you will play a vital role within our Contact Centre team.

In this diverse and challenging role, you will be customer focused, helping colleagues deliver an accurate and effective service to students via our Telephony and Webchat communications platform.

You will work closely with management colleagues to manage competing priorities and differing demands within a fast paced environment.

Your primary objective is to support and develop colleagues, ensuring expected quality standards are achieved whilst championing continuous improvement and customer service.

Responsibilities

• Building relationships with customers.

• Ability to manage difficult situations in a calm and professional manner

• Prepared to react quickly and professionally to situations, some of which may be unexpected.

• Comfortable in dealing sensitively and professionally with people from all walks of life; many of whom may be vulnerable and under stress.

• Communicates and collaborates effectively across teams.

Working pattern

This role is a temporary position with an expected commitment of 12 months

Our standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role, including Flexi-leave. SAAS has a separate hybrid working and holiday policy. Further details can be discussed with the hiring manager.

How to Apply

Applications for this position will only be accepted from substantive B1 grade employees.

Please submit a statement outlining your suitability for the role, relevant skills and experience, and what you would bring to the team (maximum 500 words).

Vacancies close at 23:59pm on Wednesday 28 October.

If you have questions about your application, please contact Sign in to view email

Selection Process

All applicants will be invited to an informal discussion with the hiring manager. There will be no formal testing or assessment.

Discussions are expected to be scheduled for w/c TBC.

Recruitment Principles

As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases.