Head of Customer Care

About the Role:

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.

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.

We offer an excellent range of benefits which include:

• 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.
• Employee Wellbeing Support with Mental Health First Aiders and access to an Employee Assistance Programme.