Careline Adviser, West Lothian Civic Centre, 506.71

Job Advert

28 hours per week, 52.14 weeks per year, Permanent, + 17.5% Shift Allowance

Please note that interviews for successful applicants are expected to take place on Wednesday 26^th August 2026

We currently have an opening for a permanent team member within our Careline team, working 3 days on 3 days off on a rotating shift pattern which includes weekends and public holiday working – salary is pro-rata for 28 hours per week and shift allowance is payable.

• Dayshift 07:00-15:30
• Backshift 15:00-23:30
• Nightshift 23:00-07:30

About the role

The Customer Service Centre is the main access point for a wide range of council services; we are operational 24/7 providing confidential advice and support for citizens of West Lothian. Our customer communication channels currently include telephone, email and voicemail. As we excitedly move through our digital transformation communication channels will evolve as will the skillset of our team.

West Lothian Careline operates within the Customer Service Centre, providing and emergency response to our telecare service users and Lone Worker response as well as:

• Residents/Family of residents - either through the monitoring equipment or by telephone, ranging from general information to emergency calls for assistance.
• Internal and External Contractors
• Police and Emergency Services - emergency calls, safety checks originated by the adviser.

The correct candidate can use their initiative and make decisions with the minimum of delay. Guidelines and procedures are in place; however, an adviser will be expected to be familiar with these but will not have time to refer to them in the normal course of events. They must be able to ensure that any potential or actual threat to customer’s safety is dealt with in a confident and supportive manner.

Are you passionate about delivering high standards of work and taking pride in your achievements. Do you have an interest in supporting vulnerable citizens?

Our Customer Service team is made up of a group of friendly, empathetic and professional individuals who strive to achieve excellent customer service. We are looking for a dedicated professional, who has experience in working within a performance driven environment along with good local knowledge to join us.

Working with us you would be required to:

• Handle customer interactions with enthusiasm, empathy and have a willingness to help
• Accurately record all interactions and actions within internal systems, follow company processes, regulatory requirements, and GDPR at all times
• Record customer interactions accurately, concisely and factually
• Remain composed under pressure during peak call volumes
• Interact with customers across all communication channels
• Work between multiple channels of communication

This is a dual role position working between emergency response and routine enquiries submitted to the Customer Service Centre.

You must be customer focused, target driven and enjoy working in a challenging but rewarding environment. Contact Centre experience dealing with customers via telephone, email and social media would be great. We are looking for a dedicated professional, who has experience of shift work including wakened night shifts.

We are keen to employ a diverse workforce that reflects the people of Scotland. We welcome applications from all backgrounds and particularly from groups currently under-represented, including people with disabilities, those from minority ethnic communities or from socio-economically disadvantaged backgrounds.

Requirements

Successful Candidates from application will be invited to complete Customer Service testing on the day and prior to interview. Please note that this is part of our interview process.

If you are shortlisted for your application, you will receive information via the email address you have supplied.