Customer Service Advisor, West Lothian Civic Centre, 503.10

Job Advert

36 hours per week, 52.14 weeks per year, + 14% Shift Allowance, Permanent

Interviews will take place on Tuesday 12^th May 2026

Full time permanent position within West Lothian Council’s Contact Centre

Working 10:18 – 18:00 Monday to Friday. Public holiday working is essential.

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.

Our 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

We Offer:

• Competitive Salary
• Holiday entitlement - 26 days A/L increased to 31 days after 5 years’ service in addition to 7 Public Holidays
• Opportunity for overtime
• Cycle to Work Scheme
• Employee Assistance Programme
• Local Government Pension Scheme
• Credit Union Access
• Exclusive discounts and savings through our employee benefit scheme
• A supportive and accessible work place
• Access to online training modules

Throughout your employment you will gain valuable knowledge and skills that many have utilised to develop and progress into roles within other council areas or within the Customer Service Centre itself. You will receive comprehensive training and ongoing support from experienced colleagues and managers who are invested in your growth.

Do you have the ability to work in a fast pace, evolving environment? Do you aim to provide a positive experience for your customer? Are you fantastic with people; after all you will be our first point of contact for our customers and play a key role in providing the help, support and empathy needed to achieve the best outcome?

Essential Criteria

• Professional and Courteous Telephone Manner
• Excellent communication skills both written and verbal
• A passion for customer service
• Ability to use multiple systems at once while speaking with customers
• Previous experience of working in a telephony-based customer service role – demonstrating adaptability and resilience.
• Confident and proactive to deal with difficult situations and conversations
• High Level of accuracy and attention to detail
• Confident working independently and as part of a team
• Fluency in English
• Previous Customer Service experience
• Experience with Microsoft applications

Successful Candidates will be invited to complete Customer Service testing, which is an integral part of the interview process.

Please note that you are required to be available for full time training of between 4-6 weeks.