Job Description

Directorate
Communications
Business Area
Communications & Engagement
Location
Glasgow
Grade
4
Salary range
28,024 - 30,243
Type of Contract
Permanent Contract
Part Time/Full Time
Full Time/'Happy to talk flexible working'
Workstyle
Hybrid
Actual Hours
35
Closing Date
19/10/2025
Ref No
6788
Documents
(PDF, 538.44kb)

The Scottish Qualifications Authority is Scotland's national awarding and accreditation body. We are trusted to oversee thousands of qualifications that are available in schools, colleges and workplaces, not just in this country, but around the world.
We are looking for a Customer Service Advisor to work within the Business Development in our Business Development & Customer Support team.
The successful candidate will be required to act as first point of contact for the organisation for all verbal, written and electronic customer communication (SQA Approved centres, Candidates & Internal), with the ability to interpret, advise and provide guidance on SQA's product and services. In order to do this, you must be able to demonstrate experience in the following specific duties:

• Resolve enquiries at first touch or accurately route incoming communication and subject specific enquiries to correct named person or business area(s) in SQA, taking ownership until a resolution is obtained from the appropriate source
• Provide an excellent first-class customer service to all customers
• Provide outbound customer engagement support under the direction of the Customer Service Team Leader/BDC team Leader to provide additional support for specific initiatives

Additionally, you must be able to demonstrate the following skills and experience:

• Must have experience/skills within a telephony based customer service environment and possess excellent communication skills
• Be able to operate SQA desk top packages and Microsoft applications at the appropriate level for this role
• Excellent administration skills with the ability to prioritise daily workload in an "on demand" service environment

Applicants, as a minimum, should be educated to SCQF Level 6 (SVQ3/Higher) and/or be able to demonstrate direct relevant experience for this role.
SQA offer a fantastic benefits package in return for your talent whilst also offering working as default. These include but are not limited to a career average pension scheme; staff well-being and health assistance programmes; development opportunities and 27 days annual leave in addition to 14 days public holiday. Find out more here:
If you think you've got the skills, knowledge and experience required to succeed in this exciting opportunity please apply below.
SQA welcomes applications from every section of the community. SQA has a Gaelic Language Plan and is committed to its purpose.
Tha Plana Gaidhlig aig SQA agus tha sinn a' creidsinn gu h-arachdach agus na h-amasan a tha air cur a-mach sa Phlana Naiseanta don Ghaidhlig.
We are an Equal Opportunities employer and encourage applications from all members of the community. We are committed to the Disability Confident Initiative and offer a guaranteed interview to any applicant who considers themself to be disabled and who meets the competency requirements for the post.

Skills Required