Customer Service Centre Adviser x 2, The Civic Centre, 474.32

4

2 x Fixed Term until 31.03.2025: - working the following shift pattern:

Week 1 x 30 hours Monday – Friday 10:00-16:00, public holiday working is essential.

Week 2 x 30 hours Monday – Friday 14:00-20:00, public holiday working is essential.

Interviews are expected to take place on Wednesday 12th December.  No other dates are available.

About the role

We are looking for a dedicated professional, who has experience in working within a performance driven Contact Centre environment.

• Proven experience in dealing with customer enquiries over the telephone and via email, social media platforms
• Updating client information on to the computer system ensuring details are maintained and up to date.
• Excellent verbal communication skills.
• Be able to use a range of IT software packages with the ability to analyse information and input data accurately and concisely.
• Be able to assess and act quickly ensuring the safety of the customer

You are expected to remain calm, sympathetic and supportive while dealing with both routine and emergency situations.

Passionate about delivering high standards of work and taking pride in your achievements. Therefore, we are looking for outgoing, confident, hardworking and reliable person who wants to succeed in customer services. The team are responsible for providing confidential advice to customers, provide a wide range of council and community information to help customer’s access services, resolve enquiries, request services and deal with any complaints received.

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 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

West Lothian Council are committed to far reaching changes to the way we deliver our Education Services. These changes include giving you the support and environment that you need to get on with your job and develop your abilities. Our dedication is demonstrated by the whole council achievement of the Investors in People Standard and always aiming a little higher in our service delivery and improvements.

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