Current vacancies

Enquiry Officer (Ref R00277)

Enquiry Officer

Job description

Job title: Enquiry Officer
Team: EFRS
Location: Any Scottish Enterprise office in Scotland, with home working options
Salary: £23,818
Hours: Full time, with flexible working options considered
Status: Permanent
Closing date: 29 June 2022
Job ref no: R00277

Scottish Enterprise is Scotland’s national economic development agency and a non-departmental public body of the Scottish Government. To deliver a significant, lasting effect on the Scottish economy, we work with partners in the public and private sectors to find and exploit the best opportunities. Scottish Enterprise is committed to growing the Scottish economy for the benefit of all, creating more quality jobs and a brighter future in every region.

We're looking for an Enquiry Officer to join our team. You should be keen to help raise the standards of customer service we provide at Scottish Enterprise, contribute to future developments and learn new ways of resolving a range of challenges.

The role

Our Enquiry Officers play a vital role in making sure our clients have a positive experience.

You’ll be handling initial enquiries from companies, as well as people interested in starting their own business. These might be made by phone or email, or through our website and social media channels. You’ll also handle enquiries from colleagues in the Scottish Enterprise network.

The enquiries you handle could be for Scottish Enterprise or one of our partner organisations, such as Scottish Development International (SDI) or Business Gateway.

Requests for information are varied and cover things such as funding and grants, training, exporting and other business services. You might be able to answer the enquiries straight away, or you might need to arrange for one of our specialists to get in touch.

At times you’ll need to search and gather information from a variety of sources and send it to your customer. We’ll train you to use our CRM system and to make sure you’re equipped to answer enquiries effectively.

Responsibilities

Your responsibilities will include:

  • Delivering superior customer service – you’ll identify and respond to a variety of customer enquiries through phone calls, webforms, email, LiveChat and social media channels. 
  • Building an in-depth knowledge of customers – you'll also measure customer satisfaction levels, and make sure all relevant services are promoted to them according to their needs. 
  • Distributing information – you’ll provide routine product and service updates on Scottish Enterprise and our partner services.
  • Effectively managing workflow – you’ll remain flexible and focused within a fast-paced environment, and handle multiple tasks at once.
  • Finding solutions for customers – you’ll analyse and resolve both complex queries and customer complaints.
  • Becoming a trusted advisor – you’ll develop comprehensive product and service knowledge of Scottish Enterprise, SDI, Business Gateway and Partners. You'll also adhere to industry and legal regulations at all times.
  • Being a valued member of the team – you’ll maintain good working relationships within Scottish Enterprise and contribute to the team’s overall performance.

Who we're looking for

Your skills, abilities and experience should include:

  • Exemplary interpersonal and customer service skills (both verbal and written) with a confident telephone manner
  • The ability to present a positive, empathetic and knowledgeable image to customers
  • Experience dealing with complaints or handling something similar  
  • The ability to remain calm in high-pressured situations and work with a high volumes of tasks
  • Experience with CRMs and confidence using Microsoft Office software packages
  • The ability to deal with multi-channel enquiries
  • The ability to prioritise effectively
  • The ability to gather information and investigate enquiries using a variety of sources
  • Experience working in a collaborative environment
  • A positive mindset and the ability to contribute towards the continuous improvement of our service

Ideally, but not essentially, you’ll also have:

  • Questioning skills
  • SVQ level in Office Administration with some contact centre training qualifications
  • A minimum of two years’ experience providing advice for incoming telephone enquiries
  • Experience of gathering information in an outbound telephone contact role
  • Some knowledge of Scottish Enterprise business goals, activities and objectives

How to apply

If you're interested in this role, complete and send us your application form by 29 June 2022.

  • 1st stage interviews will take place on 1 July 2022
  • 2nd stage interviews will take place on 6 July 2022

Our values

Being part of Scottish Enterprise means being open to new ideas and trying different ways of working. We support each other to reach our full potential. We celebrate shared success and learn together when things don’t go so well. And we always treat each other fairly, with respect and understanding. Together, we are the difference.

Apply now to keep building your future with us

At Scottish Enterprise, we’re proud to celebrate difference. Diversity of experience and thought is vital to the success of our vision for the future of every community across Scotland. As an equal opportunity employer, we actively encourage applicants from a wide range of individuals, irrespective of age, disability, gender reassignment, gender identity and expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

We commit to providing any reasonable adjustments required, not only during the application and assessment process but throughout employment with us.

We have the following networks which are open to all colleagues to help drive inclusion, Disability Positive, Gender Balanced, Multi-cultural, Multi-Generational and Pride (LGBTQ+).

Disability confident employer

Disability confident employer

Investor in people

Stonewall Scotland Diversity Champion

Stonewall Scotland diversity champion

Working families employer

We're supporting age positive

Age Positive supporter

Carer positive employer in Scotland

Carer Positive employer in Scotland

Young Person's Guarantee employer

Top 10 Flexible Employer