Public Inquiries & Correspondence Apprentice

Work For Scotland; City of Edinburgh; Hybrid; GBP 12,000 - 18,000; Part time

Job summary

Work For Scotland invites applications for a Modern Apprenticeship within the Central Correspondence Unit of the Scottish Government. The role involves allocating FOIs and PQs to the appropriate policy area and being the first point of contact for the public by telephone.

During the first year you will work towards an SVQ in Business Administration with monthly support from a qualified assessor, and time will be allocated to study and complete the qualification.

Qualifications

• Modern Apprenticeship with an SVQ in Business Administration.
• Support from a qualified assessor with monthly progress reviews.
• Time will be allocated to work on your qualification.

Responsibilities

• 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 phonelines 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.

Education

SVQ Business Administration

Job description

Work For Scotland invites applications for a Modern Apprenticeship within the Central Correspondence Unit of the Scottish Government. The role involves allocating FOIs and PQs to the appropriate policy area and being the first point of contact for the public by telephone.

During the first year you will work towards an SVQ in Business Administration with monthly support from a qualified assessor, and time will be allocated to study and complete the qualification.