Customer Advice & Support Advisor - Kelso Library Contact Centre

Job Details

Grade: 5A

Hourly Rate: £14.24 - £15.41

Salary: £18203.21 - £19697.88 per annum

Contract Duration: Permanent

Hours: 24.5

Interviews will take place within week commencing 23rd March 2026

 

Role Purpose

Are you a people person with a passion for helping others? Do you thrive in a small friendly team environment? If so, we have an exciting opportunity for you to join our team located within the busy Kelso Library Contact Centre. As a Customer Advisor, you’ll play a key role in delivering high-quality support to residents and visitors across the Scottish Borders.

 

Your day-to-day tasks will include:

Handling Live Chat, online contact forms, and customer emails

Updating Council Tax and Non-Domestic Rates accounts to ensure accurate billing

Assessing Blue Badge and Bus Pass applications

Providing face-to-face, telephone, and digital support across a wide range of council services

Supporting the delivery of a welcoming and inclusive library service to the local community

 

We’re seeking someone who is:

Friendly, approachable, and confident in dealing with the public

A quick learner with strong IT skills

Experienced in delivering excellent customer service

Comfortable working in a busy, friendly environment with many duties.

 

You’ll be part of a supportive and dynamic team that makes a real difference in the community. This is a varied and rewarding role.

 

Essential

At least 5 SCE Standard Grades at level 3 or above (or equivalent) including English

 

Informal Enquiries

Informal enquiries may be made to Jacqueline McNeill at Jacqueline.McNeill@scotborders.gov.uk

Scottish Borders Council is committed to improving the diversity of its workforce to better reflect the communities we serve. We welcome applications from all minority groups and individuals who identify with one or more of the protected characteristics as defined by the Equality Act 2010.  In particular from candidates who assess themselves as having a disability, under the Disability Confident Employer scheme this guarantees an interview to those individuals who meet the essential criteria of the post.  All appointments will be made on merit.

Scottish Borders Council is committed to providing support for Armed Forces Veterans. Showing its commitment to the Armed Forces Covenant, the Council guarantees an interview to veterans who meet the essential criteria of the post. All appointments will be made on merit.