Customer First Adviser

Job Advert

It is the aim of the Council to make Falkirk the place that people want to live, work and visit!

To “Make This Happen”, we are seeking people who have a positive attitude to change and a flexible approach to work. We want dynamic people to help us maintain service delivery to our community within the Customer First Contact Centre.

Our Contact Centre is responsible for responding to and processing over 500k customer calls and enquiries a year. We cover a wide range of Council services, taking over the phone, email, and online enquiries. Most of our services are open 9am to 5pm, with some additional services available from 8am to 8:30pm.  We need team players who aim to provide a first-class service at first point of contact, dealing with emergency and general enquiries from both the public and our internal customers.

It is essential that you have experience in dealing directly with the public in a similar front line capacity.

You must be able to demonstrate excellent communication and customer care skills. You must be numerate, conversant with computerised systems and can process a variety of enquiries and service requests to a high degree of accuracy whilst maintaining customer confidentiality. The ability to communicate using the Gaelic language would be desirable.

You will have a good knowledge of the statutory functions of the Council and of the roles and procedures relating to its individual services. It is also desirable for you will have a working knowledge of ICT databases for service areas provided by the Contact Centre.

You will have a minimum qualification of SVQ Level II Customer Service or equivalent or be able to demonstrate appropriate experience.

We have several permanent posts available, all of which currently support hybrid working. This means you will work from home for most of the time.