Customer Service Advisor; Assistant Registrar - MID

Job Vacancy

Customer Service Adviser (Trainee Assistant Registrar)
Registration Services

We are seeking a motivated and professional Customer Service Adviser to join our Registration Services team, with the opportunity to train as an Assistant Registrar. You will deliver statutory services, including the registration of births, deaths, stillbirths, marriages, and civil partnerships, in line with legislation and guidance from the Registrar General for Scotland.

Working within a customer-focused team, you will support people at significant life events, often in sensitive circumstances, providing a compassionate and professional service while also carrying out administrative duties to ensure the smooth delivery of the service, including supporting and conducting citizenship ceremonies within Midlothian.

The role includes training to support and deliver statutory and non-statutory ceremonies, including citizenship ceremonies. You will be required to conduct ceremonies within registration offices and occasionally at venues across Midlothian, so flexibility is essential.

Ideally, you will have experience in the registration of births, deaths, and marriages and hold the Certificate in the Law and Practice of Registration, or be willing to work towards this qualification.

It is desirable that you will have

• Excellent communication and customer service skills
• Strong attention to detail and accuracy
• The ability to remain calm and empathetic in sensitive situations
• Proven experience and confidence in public speaking, as you will be required to conduct a range of ceremonies
• Experience managing high volumes of customer interactions
• Good IT skills and experience handling data accurately
• An understanding of confidentiality and GDPR
• Full valid UK Driving Licence

In the Additional Information section, please clearly demonstrate how you meet the essential requirements, providing examples of relevant experience and skills.

KNOWLEDGE

The jobholder must have a minimum of 3 standard grade passes, including English and Mathematics and a vocational qualification SVQ, or relevant experience in a customer service role demonstrating a high standard of accuracy and communication skills.

A relevant customer service qualification e.g. CCA Certificate or Diploma or CSP Award level, or a Registrar General’s Certificate of Proficiency in the Law and Practice of Registration in Scotland is desirable; however the Council will invest and support the jobholder in gaining a qualification.

The jobholder is required to undertake in-house training that meets the requirements of Customer Service Professional (CSP) standards and Midlothian’s competencies in order to carry out the role.

CLOSING DATE - Thursday 25th June 2026

INTERVIEW DATE - TBC

Position Title:

Customer Service Advisor

Position Number: RBD
0015

Directorate:
Place

Location:

Fairfield House

Contract Status:
Permanent

Hours of Work: 36 hours per week

Working Pattern:
Monday to Thursday 9:00 to 17:00 Friday 09:00 – 15:30

Weeks per year: 52

Please note that it is Midlothian Councils policy that successful applicants will be appointed to the first point on the salary scale.

Based on 36 hours over 52 weeks per year, the minimum actual salary for this position is £30,619.22 per annum.

Compliance with the mandatory Cabinet Office PSN (Public Sector Network) Code of Connection requires the Council to meet a baseline personal security standard. This requires completion of a disclosure check for all employees who can access official information. The fee for this Disclosure check will be met by you.

Please note that Disclosure Scotland has changed the way disclosure certificates are issued. You will be notified by email from Disclosure Scotland that your certificate is available to view. Once you have viewed your certificate you will be allowed to share this with your employer and it is only available for 14 days from the first day you have viewed the certificate.

If you do not grant access to Midlothian Council to view before access is removed, a further application will need to be generated, and this will incur an additional cost.

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