Job Description
Lead at a senior level in a critical role shaping customer service delivery and safeguarding outcomes across Scotland.
Join Disclosure Scotland, an Executive Agency of the Scottish Government working on behalf of Scottish Ministers, as our Head of Customer Service within the Operational Delivery team. This is a key leadership role at the heart of a vital public service, supporting national outcomes including Children and Young People, Economy, Fair Work and Business, Communities, and Human Rights, while enabling safer recruitment across Scotland.
You will provide visible, strategic and operational leadership across all customer service functions, including helpline, email and complaints, while leading a senior manager and overseeing a workforce of around 90 colleagues in a fast-paced and complex environment. The objective of this role is to deliver high-quality, accessible and responsive services, using data, insight and innovation to drive transformation, strengthen safeguarding outcomes, and build a high-performing, engaged and customer-focused organisation.
Responsibilities:
Customer Service
- Lead and improve customer-facing processes (email, helpline, complaints).
- Drive a consistent, efficient, and customer-focused service approach.
- Use customer insight and data to inform service improvements.
- Set, review, and monitor service standards and KPIs.
- Implement and embed a Customer Service Quality Framework.
Telephony System Project
- Lead the upgrade of telephony systems, working with internal teams and suppliers.
Data and Performance
- Use performance data and analysis to identify trends and optimise resource allocation.
People Leadership
- Lead, develop, and support the Customer Service team, promoting a culture of improvement.
- Ensure clear roles, performance management, and development planning.
Leadership
- Contribute to organisational strategy as part of the Heads of Department team, providing insight on customer trends and overseeing the customer service budget.
Success profile
Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on.
Technical / Professional Skills:
- Operational leadership and management – Practitioner Level
- Data and insight – Practitioner Level
You can find out more about the skills required here: ODP Competency framework
Experience:
- A proven track record of leading process improvement initiatives that deliver measurable benefits to service quality and efficiency.
- Experience resolving operational issues that impact performance and customer satisfaction.
Behaviours:
- Communicating and influencing – Level 4
- Making effective decisions – Level 4
How to apply
Apply online, providing a CV and Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profile above.
Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Please see our
candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.
Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK.
If invited for further assessment, this will consist of an interview and presentation
Assessments are scheduled for w/c 3 August 2026 however this may be subject to change.
In the event of a high volume of applications, candidates will have their applications initially assessed against the second experience criteria above. Candidates who pass this initial sift will have their applications fully assessed against the listed criteria.
Apply before 23:59 on 19 July 2026. This post is open to internal candidates and Common Citizenship Organisations only (external candidates and staff from UK Other Government Departments are not eligible to apply for this vacancy).
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.
About us:
Disclosure Scotland is an Executive Agency of the Scottish Government, operating on behalf of Scottish Ministers to deliver a vital safeguarding role for the people of Scotland. Our work directly supports the Scottish Government’s National Outcomes for Children and Young People, Economy, Fair Work and Business, Communities, and Human Rights.
We provide two core services, managing and delivering the Protecting Vulnerable Groups (PVG) Scheme and processing disclosure applications to enable safer recruitment decisions. These are exciting times for Disclosure Scotland as we continually improving our services for customers and stakeholders.
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules
Working pattern:
Our standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role. From October 2025, Disclosure Scotland will require staff in hybrid-compatible roles to work in-person 2 days of the week, either in an office or other agreed work location. If you have specific questions about the role you are applying for, please contact us.
Security checks
Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).
Internal candidates may need to gain higher security clearance than they currently hold if successful in their application.
Equality statement
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.
Further information
Find out more about our organisation, what we offer staff members and how to apply on our
Careers Website Read our
Candidate Guide for further information on our recruitment and application processes.
