We are looking for a customer service specialist to join our team. You should be keen to help raise the standards of service that we already provide and contribute to future developments.

The Role  

As an Enquiry Officer you will be instrumental in ensuring the client has a positive experience.  The Enquiry Officers provide a front-line service answering initial customer enquiries from the 0300 phone channels, e-mail, LiveChat, website and also Social Media channels.  The Enquiry Officer will in most cases fulfil the needs of the enquiry in the first engagement using a range of knowledge resources detailing Scottish Enterprise, Scottish Development International, Business Gateway and Partners services and products.

A key part of the role will be to log enquiries on to our database so you will be experienced in using a range of IT systems including Customer Relationship Management platforms

Who we’re looking for:

Essential skills, abilities and experience

• Exemplary level of customer service skill in both verbal and written formats
• Excellent inter-personal skills with ability to communicate effectively verbally and in writing with customers, actively listening and responding appropriately.
• Confident telephone manner
• Previous experience as a Complaint Resolution Handler or similar.  
• The ability to remain calm at all times.
• Used to working in a high-volume environment
• Proficiency with Microsoft Office software packages
• CRM experience is essential.
• Experience of dealing with multi- channel enquiries
• Demonstrates appropriate knowledge of SE business goals, activities and objectives 
• Presents a positive, empathetic and knowledgeable image to customers 
• Understands customer needs and is seen by customers as helpful 
• Responsive to customer needs 
• Delivers practical results to customers - on time and to the agreed 

quality/specification.   

• Can prioritise effectively
• Ability to gather information and investigate enquiries using a variety of sources
• A strong team player
• A positive mindset mindset and can contribute towards the continuous improvement of the service

Ideally, but not essentially, you’ll also have:

• Questioning skills
• SVQ level in office administration with some telephone / contact centre qualification
• Minimum of two years in a telephone contact environment, dealing with inbound information provision of an advisory nature.
• Experience of outbound telephone contact work of an information gathering nature

1st stage interviews will take place on 27.06.22

2nd stage interviews will take place on 01.07.22

Our Values

Being part of Scottish Enterprise means being open to new ideas and trying different ways of working. We support each other to reach our full potential. We celebrate shared success and learn together when things don’t go so well.  And we always treat each other fairly, with respect and understanding. Together, we are the difference. 

Apply now to keep building your future with us

At Scottish Enterprise, we’re proud to celebrate difference. Diversity of experience and thought is vital to the success of our vision for the future of every community across Scotland. As an equal opportunity employer, we actively encourage applicants from a wide range of individuals, irrespective of age, disability, gender reassignment, gender identity and expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

We commit to providing any reasonable adjustments required, not only during the application and assessment process but throughout employment with us.

We have the following networks which are open to all colleagues to help drive inclusion, Disability Positive, Gender Balanced, Multi-cultural, Multi-Generational and Pride (LGBTQ+).