Customer Service Operator x2

Job Description

The Scottish Qualifications Authority is Scotland’s national awarding and accreditation body.  We are trusted to oversee thousands of qualifications that are available in schools, colleges and workplaces, not just in this country, but around the world.

We are looking for two Customer Service Operators to work within in our Business Development & Customer Support team to deliver high-quality, continually improving, efficient and responsive services to our customers. These are both fixed term contracts. One is covering maternity, the other covering an internal secondment. 

The successful candidate will have a passion for Customer Service and will be the voice of SQA for external and internal customers, providing help, advice and guidance on SQA’s products and services by telephone, in writing and by email. You will have a proven track record in Customer Service with strong administration skills.

In order to do this you must be able to demonstrate the following skills and experience:

• Experience of working in a fast-paced Customer Service/contact centre environment
• Experience of providing excellent first-class Customer Service support by telephone and in writing.
• Experience of accurately recording data utilising relevant database systems and software packages.
• Experience of effectively dealing with difficult/challenging enquiries.
• Experience of providing an effective administrative support.

 Additionally, you must be able to demonstrate the following skills and experience:

• Ability to handle/respond to callers in a friendly and professional manner.
• Ability to resolve enquiries at first touch or accurately route incoming communication
• The successful candidate will be able to apply a basic understanding of SQA’s policies and procedures to be able to respond to customer enquiries.

Applicants, as a minimum, should be educated to SCQF Level 4 (National 4/SVQ 1) and/or be able to demonstrate direct relevant experience for this role. Gaelic language skills would also be beneficial.

SQA offer a fantastic benefits package in return for your talent whilst also offering hybrid working as default. These include but are not limited to a career average pension scheme; staff well-being and health assistance programmes; development opportunities and 27 days annual leave in addition to 14 days public holiday. Find out more here: SQA Benefits

If you think you’ve got the skills, knowledge and experience required to succeed in this exciting opportunity please apply below.

SQA welcomes applications from every section of the community. 

Tha Plana Gàidhlig aig SQA agus tha sinn dealasach le na h-amasan sa Phlana Cànain Nàiseanta Ghàidhlig ( SQA has a Gaelic Language Plan, and we are committed to the aims of the National Gaelic Language Plan

We are an Equal Opportunities employer and encourage applications from all members of the community. We are committed to the Disability Confident Initiative and offer a guaranteed interview to any applicant who considers themself to be disabled and who meets the competency requirements for the post.