Correspondence Unit Officer

Ready to support the flow of information across government?

This is a Modern Apprenticeship opportunity within the Central Correspondence Unit, which sits within the Improving Public Engagement Division (IPED). This division is responsible for overseeing accurate, effective and transparent engagement with the public and Members of the Scottish Parliament through Correspondence, Telephone Calls, Freedom of Information Requests (FOIs), Complaints and Parliamentary Questions (PQs).

This role involves allocating all forms of correspondence, including FOIs and PQs, to the relevant business area, as well as being the first point of contact for members of the public contacting the Scottish Government by telephone. The postholder will seek to provide a good standard of service to members of the public, MSPs and colleagues across the organisation.

As this is a Modern Apprenticeship, throughout the first 12 months the successful candidate will be expected to gain a relevant SVQ qualification in Business Administration. Support will be provided by a qualified assessor who will work with the successful candidate on a monthly basis. Time will be given to work on your qualification.

• Uploading FOI/EIR requests, Ministerial Correspondence and General Correspondence to MiCase and allocating to an appropriate policy official.
• Liaising with colleagues across the Scottish Government to ensure correspondence cases are allocated correctly.
• Being part of a rota system to ensure sufficient phone cover is available while phone lines are open.
• Handling calls from the general public; routing queries to the relevant business area within the Scottish Government, providing advice over the phone, or directing the caller to published information sources.
• Handling challenging calls and correspondence in a professional manner, following guidance and escalating where required.
• Sharing learning with colleagues and keeping the team’s knowledge database up to date.
• Contributing to a supportive team environment and responding positively to quickly shifting priorities.
• Supporting with FMQs, PQs and FOI Publishing as required.

• The postholder will have experience of providing a good standard of customer service.
• The postholder will have experience of using a variety of IT systems.

• Seeing the bigger picture – Level 1
• Communicating and influencing – Level 1
• Working together – Level 1
• Managing a quality service – Level 1

As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases.

The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including: education, health, the economy, justice, housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.

Our staff are part of the UK Civil Service observing the Civil Service Code and working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.

We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.

As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.

Our standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role, including Flexi-leave. Scottish Government staff in hybrid-compatible roles should aim to work in-person 40% of the time, either in an office or other agreed work location. If you have specific questions about the role you are…