Full Job Description

Reference: 611804 

This role is part of the Public Information and Resources Office (PIR) which consists of 9 staff who handle all enquiries received from the public (including young people, professionals and other organisations) on the Scottish Parliament. The team also receives enquiries on related subjects that need to be referred to other organisations. PIR operates the Scottish Parliament’s switchboard/telephone enquiry line and Public Enquiry Officers normally spend part of each day on the rota for switchboard duty.

PIR manages the design and digital production contract and is responsible for producing and distributing a variety of information resources for the public and internal audiences. Public Enquiry Officers are involved in developing such resources, using different media and (through contractors) in a range of languages and formats. PIR also administers the complaints, unacceptable actions and language policies and the use of the corporate identity.

The office welcomes innovation. Examples include the development of our weekly full-colour digital bulletin and the introduction of Live Chat on the website. Current project work includes preparation for the British Sign Language (BSL) Plan for the Scottish Parliamentary Corporate Body (SPCB) and improving distribution of parliamentary information throughout Scotland.

Duties

The role is to deliver an accessible, consistent and accurate information service by responding to enquiries about the Scottish Parliament from members of the public and developing and promoting information resources. Experience of engaging with and providing services to D/deaf and D/deafblind people is desirable.

Reporting to the Public Information Supervisor, responsibilities will include:

• answering enquiries by telephone, email, letter, text message and online via live chat about the Scottish Parliament and related issues, including staffing the Parliament’s switchboard on a rota basis, answering and directing calls appropriately
• managing contracts and/or liaising with contractors for BSL interpreting and other communication support and for BSL video production; and liaising with contractors for other language interpreting and translation and the production of Braille, audio and easy read
• providing advice to Parliament staff and MSPs on procedures and good practice in relation to translation, interpreting and alternative formats; and promoting awareness among MSPs and staff of the Parliament’s participation in the Happy to Translate and contact SCOTLAND-BSL schemes 
• involvement in resource and service creation, development and promotion such as procurement of services; and copywriting, editing and proofreading public information resources in various formats, including digital (such as animations, apps, website content and BSL videos)
• creating and issuing regular digital newsletters for internal and external audiences
• delivering a high standard of customer service, while ensuring we meet our service level agreements and keep accurate records
• developing a thorough understanding of the roles of the Scottish and UK Parliaments and Governments and keeping up to date with parliamentary business and current affairs
• other administrative tasks as required, including arranging and minute taking at meetings

Skills, Knowledge and Experience Required

You must be able to provide evidence to demonstrate the following:

1. Excellent communication skills

• The ability to express yourself clearly and concisely on the telephone, in writing and in person and ensure your message has been understood
• The ability to use the right language and tone when writing for a variety of audiences
• The ability to handle challenging people effectively
• Knowledge of BSL is desirable

2. The ability to provide a high-quality service

• Excellent customer service skills, including an understanding of the needs of different service users and a flexible approach to meeting these
• Experience of providing information in other formats and languages, such as easy read and BSL
• Attention to detail, including the ability to proofread different media effectively

3. Parliamentary and political awareness

• Good understanding of the Scottish Parliament’s constitutional role and an interest in learning about the work of the Parliament
• The ability to work in a political environment, ensuring that confidentiality and impartiality are maintained
• The ability to keep yourself up to date with parliamentary business and current affairs

4. Teamworking and collaborative working

• The ability to contribute positively to the work of the team
• The ability to build constructive relationships within and beyond your immediate team
• Willingness to follow processes and organise tasks collaboratively

5. Improvement, innovation and change

• Willingness to try new ways of working and learn new skills
• Good IT skills and an interest in new technology
• Commitment to the continuous improvement of working practices

How to apply

To apply, please complete the application form, demonstrating the skills and experience above and return to jobs@parliament.scot by 5pm on 17 August 2018.

Interviews will take place on 21 September

Benefits

We offer a great range of benefits including 41.5 days’ leave (including public holidays) per year, the opportunity to join the Civil Service pension arrangement, flexible working arrangements and family-friendly policies.

Salary

The salary range for this post is shown below:

 

You will progress at the rate of one scale point per year provided you are performing your duties to the required standard. Your progression date will be the anniversary of taking up the appointment in the grade. You will be paid monthly in arrears by Bank Credit Transfer directly into your bank or building society account on the last banking day of the month.