24/7 MECS Telecare Customer Service Adviser

Stirling Council; Stirling; On-site; GBP 18,000 - 24,000; Part time

Job summary

A leading council in Stirling is seeking a proactive Customer Service Advisor to join their 24/7 team. This permanent, part-time role involves delivering essential services to residents and visitors, including handling emergency calls and providing support across various council services. The position offers a fixed monthly salary with flexible hours, ensuring a dynamic work environment.

Benefits

30 days annual leave plus 7 public holidays

Incremental progression until top of payscale

Up to 6 months full sick pay

Up to 4 weeks paid Paternity Leave

Access to Health & Wellbeing support

Ongoing opportunities for Learning & Development

Qualifications

• Dedication to providing excellent customer service.
• Ability to deal with difficult situations supportively.
• Excellent written and verbal communication skills.

Responsibilities

• Handle customer calls regarding council services.
• Manage life critical Telecare calls from vulnerable users.
• Input data and create service requests using ICT systems.

Skills

Customer service

Organisational skills

Communication skills

Tools

Microsoft Office

Job description

Interviews will be held week commencing 23rd June 2025

Are you looking to join a team of professional, customer focused & caring people who are the first point of contact for residents and visitors to Stirling ? We are looking for a proactive, Customer focused Customer Service Advisor to work within our 24/7 team who will put the customer at the heart of everything they do.

About the Role

This is a permanent role, working an average of 20 hours per week with no fixed work pattern.

As a 24/7 Advisor you will deliver a first point of contact service to a variety of customers who wish to access the Council's emergency services including, housing, roads and land services, ensuring services are delivered within set policies and procedures. You will deliver a telecare call handling service handling life critical calls from vulnerable service users across Stirling and Clackmannanshire.

This is a flexible role to cover annual leave and sickness, as such you will have a fixed salary every month however you will have no fixed work pattern and will be required to cover shifts 24/7, 365 days of the year where required, often at short notice.

Key Responsibilities

• Handle customer calls in relation to all council services
• Handle life critical Telecare calls from vulnerable service users
• Inputting data and create service requests using a variety of ICT systems
• Work within set policies and processes to ensure customer enquiries are handled consistently whilst supporting service areas
• Provide advice and reassurance to customers in relation to all council services

About you

We are looking for someone with :-

• A dedication to providing excellent customer service
• An ability to deal with difficult situations in a supportive and caring manner
• A willingness to go the extra mile for your customer
• Excellent organisational skills
• Excellent written and verbal communication skills
• Experience with Microsoft Office applications
• A passion for working as part of a dedicated team

If you would like to have an informal discussion about this role please contact Lynne Watson 01786 233925 or by email on [e-mail]

If you’ve got the right skills for the job we want to hear from you. We encourage applications from the right candidates regardless of age (restrictions apply to Modern Apprenticeships), disability, gender identity, sexual orientation, religion, belief or race.

• 30 days annual leave plus 7 public holidays (rising to 35 after 5 years continuous service)
• Biennial incremental progression until top of your payscale is reached
• Up to 6 months full sick pay and 6 months half pay dependent on length of service
• Up to 4 weeks paid Paternity Leave
• Access to Health & Wellbeing support
• Ongoing opportunities for Learning & Development

Applications for this job cannot be made online. Please refer to the advert for further information.