Central Correspondence Unit Officer

Ready to support the flow of information across government?
 

This is a Modern Apprenticeship opportunity within the Central Correspondence Unit, which sits within the Improving Public Engagement Division (IPED). This division is responsible for overseeing accurate, effective and transparent engagement with the public and Members of the Scottish Parliament through Correspondence, Telephone Calls, Freedom of Information Requests (FOIs), Complaints and Parliamentary Questions (PQs). 

   

This role involves allocating all forms of correspondence, including FOIs and PQs, to the relevant business area, as well as being the first point of contact for members of the public contacting the Scottish Government by telephone. The postholder will seek to provide a good standard of service to members of the public, MSPs and colleagues across the organisation.

 

As this is a Modern Apprenticeship, throughout the first 12 months the successful candidate will be expected to gain a relevant SVQ qualification in Business Administration. Support will be provided by a qualified assessor who will work with the successful candidate on a monthly basis. Time will be given 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.

Responsibilities

Success Profile

 

Experience

 

• The postholder will have experience of providing a good standard of customer service.

• The postholder will have experience of using a variety of IT systems.

 

Behaviours 

 

• Seeing the bigger picture – Level 1     
• Communicating and influencing – Level 1
• Working together – Level 1
• Managing a quality service – Level 1
   

You can find out more about Success Profiles Behaviours - here.

How to apply

Apply online, providing a CV and supporting statement (of no more than 1000 words) providing evidence of how you meet the behaviours, experience and technical skills listed in the Success Profile above. Both the CV and the supporting statement provided will be assessed against the criteria for the role.

Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.  

Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.

If invited for further assessment, this will consist of an interview and in-tray exercise.

Assessments are scheduled for the end of October, however this may be subject to change.

Qualifications

Recruitment Principles

As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases.

About us

The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including: education, health, the economy, justice, housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.

Our staff are part of the UK Civil Service observing the Civil Service Code and working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.

We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.

As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.

Working pattern

Our standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role, including Flexi-leave. Scottish Government staff in hybrid-compatible roles should aim to work in-person 40% of the time, either in an office or other agreed work location. If you have specific questions about the role you are applying for, please contact us.

Skilled Worker Sponsorship being offered

This role has been assessed as eligible for Skilled Worker sponsorship and is therefore being advertised with the option of sponsorship where required. Any offer of sponsorship remains subject to the individual meeting all other relevant Home Office eligibility and compliance requirements at the time of appointment.

Security checks

Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).

You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide. 

Equality statement

We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. 

Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.

Further information

Find out more about our organisation, what we offer staff members and how to apply on our Careers Website.

Read our Candidate Guide for further information on our recruitment and application processes.

Apply before 23:59 - 08/10/26