Head of Customer Care

Job summary

This is a senior leadership opportunity to shape how customer care is delivered across one of Scotland’s most important public services.

As Head of Customer Care, you will lead the organisation-wide approach to how COPFS supports victims, witnesses and the wider public, taking accountability for the quality, consistency and effectiveness of all customer-facing services. You will bring strategic direction and operational grip to enquiry handling, complaints and support functions, ensuring services are joined-up, responsive and aligned to organisational priorities while maintaining a strong focus on compassion and accessibility.

Job description

Working closely with senior leaders across COPFS, you will use insight, feedback and performance data to identify improvement opportunities and drive tangible change across end-to-end customer journeys. You will play a critical role in embedding customer care within wider operational, digital and policy developments, while building a culture of continuous improvement and high-quality service delivery.

This role is ideal for an experienced customer service or service delivery leader who thrives in complex, high-scrutiny environments, is confident operating at senior level, and is motivated by improving outcomes for service users as well as supporting and developing teams delivering emotionally demanding work. You do not need prior justice system experience to apply.

Person specification

We are seeking an experienced, credible and compassionate customer services leader who can operate confidently at senior level within a complex, high‑scrutiny public service environment. The successful candidate will bring strong strategic capability alongside a practical, delivery‑focused approach, able to design and lead end‑to‑end customer care services that are consistent, high quality and trauma‑informed. They will be highly insight‑driven, using data, feedback and complaints intelligence to identify improvement opportunities, reduce avoidable demand and drive measurable outcomes.

They will exercise sound judgement in balancing service quality, risk, performance and operational pressures, and will be confident leading through complexity, ambiguity and periods of high demand. A strong and visible leader, they will inspire and support teams delivering emotionally demanding work, embedding a culture of compassion, accountability and continuous improvement. They will communicate with clarity and empathy, influence senior stakeholders and partners, and build effective relationships across organisational boundaries to improve the overall customer journey.

This role requires someone who understands the critical link between customer care, public confidence and organisational performance, and who is committed to delivering fair, accessible and inclusive services. Experience in the justice sector is not essential; we welcome applications from candidates who can demonstrate comparable leadership of customer-facing or service delivery functions in similarly complex, regulated or public-facing environments.

Benefits

Alongside your salary of £80,172, Crown Office and Procurator Fiscal Service contributes £23,225 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• 25 days paid holiday + 11.5 public and privilege holidays (rising to 30 days paid holiday after 4 years).
• Generous Civil Service Pension employer contribution, on average over 28.97% of your pay
• Flexible working hours and family friendly approach to work.
• Cycle to Work Scheme and Season Ticket Loans.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements 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, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

If you would be interested to learn more about this role, please see the attached application pack for further job details, salary information and assessment guidance.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : recruitment@copfs.gov.uk
• Email : recruitment@copfs.gov.uk

Recruitment team

• Email : recruitment@copfs.gov.uk

Further information

recruitment@copfs.gov.uk