Peter Prior

Background

About Peter Prior

As a dedicated leader within Citizen Services for my local authority, I oversee the telephony operations and manage a variety of essential teams, including the Scottish Welfare Fund, main Contact Center, Citizen Relations, Benefits & Council Tax. I pride myself on fostering a culture of continuous improvement, citizen ownership, and exceptional customer service. Through performance reinforcement and a "right first time" mindset, I’ve successfully nurtured an environment where delivering excellence is the standard. My work incorporates the GIRFEC (Getting It Right For Every Citizen) model to enhance service delivery, ensuring that citizens receive the support they need in an efficient and compassionate manner. I have extensive experience in handling sensitive staff matters, including attendance, sickness management, and disciplinary investigations, always ensuring adherence to council policies and maintaining the integrity of the organization. I’m well-versed in recruitment, leading thorough selection and interview processes that align with corporate policy. This experience has given me a comprehensive understanding of organizational procedures and the importance of placing the right people in the right roles. In addition to my role in Citizen Services, I serve as the chairman of Mentor Scotland, a peer-to-peer mental health and wellbeing organization. We provide a safe, non-judgmental space for individuals aged 16 and over to openly discuss their feelings and aim to end the stigma surrounding mental health. I’m passionate about leading with empathy, improving processes, and making a positive impact both in my workplace and my community.