Customer Service Administrator, Digital Public Services

Job Description

The Improvement Service (IS) is a publicly funded company limited by guarantee, with a total annual budget in the region of £8 Million. We exist to support councils and their partners to improve the health, quality of life and opportunities of all Scottish people through community leadership, strong local governance and the delivery of high quality, efficient local services.

Working for the IS means joining a small family of professionals, who work together to strive for continuous improvement in the public sector and ultimately, better outcomes for Scotland’s communities.

Our company headquarters are based in West Lothian, located conveniently for commuters between Edinburgh and Glasgow. Pay is only one of the benefits of working for the IS, our terms and conditions are progressive and flexible, and employees are rewarded with a generous annual leave entitlement of forty-one days per year as well as a flexible working policy.

The IS is committed to promoting equality and diversity in all its activities to promote inclusive processes, practices and culture.

The IS is a Disability Confidence Committed Employer. We are committed to interviewing anyone with a disability who meets the essential criteria.

Digital Public Services (DPS) provides a portfolio of digital products and services to many Scottish Public Sector organisations. These services support organisations and partners to deliver innovative, high quality and secure digital public services. Achieving efficiency savings, helping to provide sustainable frontline local services and contributing to better customer experiences.

The DPS Customer Service Team is responsible for providing frontline support to customers in the day-to-day delivery of multiple high quality and secure national digital services.

This is an exciting opportunity that has arisen within the Improvement Service to recruit a dynamic and proactive individual to join our professional team as a Customer Service Administrator, supporting the co-ordination and delivery of the National Entitlement Card Scheme. The postholder will provide administrative support via our online Helpdesk, getyournec.scot. Reviewing and processing applications for the National Entitlement Card Scheme by following agreed processes and procedures.

The postholder will also act as a first point of contact for customers; taking ownership of customer problems and displaying proactiveness and persistence to identify and present a resolution to their issue. Maintaining positive interaction throughout the duration of all queries, ensuring the customer receives an exceptional customer service experience. The Customer Service Administrator has responsibility to create positive interactions with our customers to help ensure our company continues to draw new and retain existing customers as we look to continue to expand the reach of our products and services. We aim to deliver the best customer service in the sector.

This is a full-time temporary position for 12 months with the possibility of extension.

Requirements

Location : 

West Lothian Council Civic Centre, Howden South Road, Livingston, West Lothian, EH54 6FF

It is anticipated that the role will involve a blended model of office and home working. This flexible approach will be agreed between employee and line manager.

Duration of Contract : 1 Year Fixed Term Contract (with potential to extend)

Hours : Standard working week is 36 hours Monday to Friday.  Hours can be worked flexibly in agreement with the Line Manager.

Closing Date :  21 July 2024

Interviews :  An in-person competence-based interview will take place on Thursday 8 August 2024 (shortlisted candidates will be advised by email in advance of the interview). 

For more information about competency-based interviews, see our 'Guide to Competency based Interviews'

You may also find it useful to read our current Business Plan 2024-25