Role: Head of Customer Service

Location: Any Care Inspectorate office

Contract: Permanent

Hours: 40 hours per week

Salary: £59,595

About us

The Care Inspectorate is the scrutiny body that supports improvement in the social care sector. As a national regulator and scrutiny body, we inspect care across communities, report on the quality of care people experience, and ensure it is as good as it can be. We are a scrutiny body that supports improvement. Our vision is that people across Scotland receive high quality care that meets their needs, rights and choices. Our 600 staff work with services across the public, voluntary and private sectors. We have offices across Scotland and many of our staff work from home.

About the role

We are looking for a talented Head of Customer Service who is passionate about customer service excellence and capable of leading and managing a strategic and high performing business and customer support function across the Care Inspectorate. You will be responsible for leading on and influencing a customer service excellence culture which includes raising the profile of the Care Inspectorate and its customer offer with external partners, stakeholders and customers.

The post requires an experienced leader to continue the work in relation to; the ongoing design and implementation of an integrated customer experience agenda for the Care Inspectorate; continued improvement in services to internal and external customers; delivery of a comprehensive customer and business support to all areas of the business.

In addition to this, applicants should be able to evidence experience in terms of leading on and managing workforce change as the organisation is undergoing business and digital transformation.

About you

You will be educated to degree level (or equivalent) with well-developed influencing, negotiation, organisational and problem-solving skills plus substantial proven ability in leadership, business processes and business and financial planning. You will be outcomes-focused and have credibility at all levels. You will be an experienced manager used to working with people at a senior level with the ability to apply professional judgement to complex issues, present balanced findings and deliver practical, realistic and workable solutions. You should be open to the opportunities digital technology brings and bring a values-based approach that empowers staff.

The base for the post can be from any Care Inspectorate office, however, there is an expectation that you will work from Headquarters in Dundee at times to be agreed. You must also be willing to travel across Scotland and overnight stays may occasionally be required.

If you are interested in this role please download an application form. A job profile and person specification for this post is also available to download.

Application Form

Equalities Monitoring Form

Job Profile 

Person Specification

Please return your completed application form and equal opportunities form to This email address is being protected from spambots. You need JavaScript enabled to view it. by no later than 8am on Monday 26 August 2019.

We expect interviews to take place during week beginning 9 September 2019.