Customer Service Adviser

Job Vacancy

We are looking for an enthusiastic, motivated, and professional Customer Service Adviser to join our busy Contact Centre team.

Midlothian Council’s Contact Centre provides frontline advice, support, and information across a wide range of council services. The team plays a vital role, dealing with face‑to‑face, telephone, email, live chat, webchat, and social media enquiries to help customers access services, resolve issues, and request assistance. Our aim is to deliver exceptional customer service while promoting a positive, welcoming, and helpful image of the Council to residents and visitors.

In this role, you will provide clear information, assistance, and support to customers across multiple contact channels, helping them with general enquiries, service access, payments, and community information. You will be expected to remain calm, sympathetic, and supportive while dealing with both routine and emergency situations, ensuring every customer receives a high‑quality, professional experience.

To be successful, you will bring excellent communication skills, strong decision‑making abilities, and a high degree of accuracy in a fast‑paced environment. You will also need to demonstrate confidence in using a range of IT and Microsoft packages, the ability to analyse information, and the capability to handle high volumes of interactions while adhering to GDPR requirements.

 If you meet the above requirements and are interested in becoming part of our team, we encourage you to submit your application.

KNOWLEDGE

Essential

The jobholder must have a minimum of 3 standard grade passes, including English and Mathematics and a vocational qualification SVQ, or relevant experience in a customer service role demonstrating a high standard of accuracy and communication skills.

A relevant customer service qualification e.g. CCA Certificate or Diploma or CSP Award level, or a Registrar General’s Certificate of Proficiency in the Law and Practice of Registration in Scotland is desirable; however the Council will invest and support the jobholder in gaining a qualification.

The jobholder is required to undertake in-house training that meets the requirements of Customer Service Professional (CSP) standards and Midlothian’s competencies in order to carry out the role.

CLOSING DATE - Thursday 5th February 2026

INTERVIEW DATE - week beginning 23rd February 2026

 

Job Advert

Position Title: Customer Service Adviser

Directorate: Place

Location: Fairfield House

Contract Status: Fixed Term for 1 year from start date

Hours of Work: 36 hours per week

Working Pattern: Variable 7:12 shifts between Monday to Thursday 08:00-17:00 Friday 08:00-16:00

Weeks per year: 52

Please note that it is Midlothian Councils policy that successful applicants will be appointed to the first point on the salary scale.

Based on you working 36 hours over 52 weeks per year the minimum actual salary for this position is £29,586.06 per annum.

Compliance with the mandatory Cabinet Office PSN (Public Sector Network) Code of Connection requires the Council to meet a baseline personal security standard. This requires completion of a disclosure check for all employees who can access official information. The fee for this PSN Disclosure check will be met by you.

Please note that Disclosure Scotland has changed the way certificates are issued. You will be notified by email from Disclosure Scotland that your certificate is available to view. Once you have viewed your certificate you will be allowed to share this with your employer and it is only available for 14 days from the first day you have viewed the certificate. If you do not grant access to Midlothian Council to view before access is removed, a further application will need to be generated, and this will incur an additional cost.

Additional Information

If you have difficulty applying for this post or accessing attached documents, or if you have a disability and reasonable adjustment is required, please email recruitment@midlothian.gov.uk to discuss with member of the Recruitment Team stating the post reference number.

Midlothian Council is currently undergoing a period of transformation, changing and improving the way it delivers services in Midlothian. As a consequence, there are a number of existing employees for whom we are committed to seeking suitable alternative employment within the Council in accordance with our legal obligations. Candidates are advised that, for some vacancies, internal candidates in this situation will be interviewed before the wider selection pool and a slightly longer delay may be experienced before application outcomes can be advised to you. Thank you for your patience in this matter.

If you are a trainee of a Midlothian Council Training Programme, have a disability or you are a care experienced young person who has previously been a looked after child, you are eligible for a guaranteed interview if you meet the essential criteria for the post.