Customer Service Adviser - MID07051

Midlothian Council; Dalkeith; On-site; GBP 29,000 - 35,000; Full time

Job summary

A local government organization in Scotland is seeking an enthusiastic Customer Service Advisor for their Contact Centre. The role requires excellent communication skills and experience in managing high volumes of customer interactions. Candidates must have at least 3 standard grade passes in English and Mathematics. The minimum salary for this fixed-term position is £29,586.06 per annum, with a working pattern of 36 hours per week. Join our team to help improve service delivery for the community.

Qualifications

• Minimum 3 standard grade passes including English and Mathematics.
• Experience in a customer service role demonstrating high accuracy.
• Relevant customer service qualification is desirable.

Responsibilities

• Provide customer service in a busy Contact Centre.
• Ensure high-quality service in all interactions.
• Remain calm while dealing with routine and emergency situations.

Skills

Excellent communication skills

High level of accuracy

Experience in processing high volume interactions

Ability to manage multichannel customer contact

Ability to use IT software packages

Education

3 standard grade passes including English and Mathematics

Vocational qualification SVQ or equivalent

Job description

Job Vacancy

We are looking for an enthusiastic, motivated, and professional Customer Service Advisor to join our busy Contact Centre.

Midlothian Council Contact Centre provides customer services for a range of council service areas. The team are responsible for providing a wide range of council and community information to help customers access services, resolve enquiries and request services.

The role requires excellent communication skills, and you will need to demonstrate a high level of accuracy and adhere to GDPR requirements. Your role will be to ensure that customers receive a high-quality service in every interaction. You will be expected to remain calm, sympathetic, and supportive while dealing with both routine and emergency situations.

It is essential that the candidate has experience in processing a high volume of interactions and be able to demonstrate experience of managing multichannel customer contact, including Social Media platforms. You will be able to use a range of IT software packages with the ability to analyse information and input data accurately and concisely.

If you meet the above requirements and are interested in becoming part of our team, we invite you to submit your application.

Knowledge and Qualifications

The jobholder must have a minimum of 3 standard grade passes, including English and Mathematics and a vocational qualification SVQ, or relevant experience in a customer service role demonstrating a high standard of accuracy and communication skills.

A relevant customer service qualification e.g. CCA Certificate or Diploma or CSP Award level, or a Registrar General's Certificate of Proficiency in the Law and Practice of Registration in Scotland is desirable; however the Council will invest and support the jobholder in gaining a qualification.

Job Details

Position Title: Customer Service Adviser

Directorate: Place

Location: Fairfield House

Contract Status: Fixed Term for 1 year from start date

Hours of Work: 36 hours per week

Working Pattern: Variable 7:12 shifts between Monday to Thursday 08:00-17:00 Friday 08:00-16:00

Weeks per year: 52

Please note that it is Midlothian Councils policy that successful applicants will be appointed to the first point on the salary scale.

Based on you working 36 hours over 52 weeks per year the minimum actual salary for this position is £29,586.06 per annum.

Responsibilities

Compliance with the mandatory Cabinet Office PSN (Public Sector Network) Code of Connection requires the Council to meet a baseline personal security standard. This requires completion of a disclosure check for all employees who can access official information. The fee for this PSN Disclosure check will be met by you.

Please note that Disclosure Scotland has changed the way PVG certificates are issued. You will be notified by email from Disclosure Scotland that your certificate is available to view. Once you have viewed your certificate you will be allowed to share this with your employer and it is only available for 14 days from the first day you have viewed the certificate. If you do not grant access to Midlothian Council to view before access is removed, a further application will need to be generated, and this will incur an additional cost.

Additional Information

If you have difficulty applying for this post or accessing attached documents, or if you have a disability and reasonable adjustment is required, please email [e-mail] to discuss with member of the Recruitment Team stating the post reference number.

Midlothian Council is currently undergoing a period of transformation, changing and improving the way it delivers services in Midlothian. As a consequence, there are a number of existing employees for whom we are committed to seeking suitable alternative employment within the Council in accordance with our legal obligations. Candidates are advised that, for some vacancies, internal candidates in this situation will be interviewed before the wider selection pool and a slightly longer delay may be experienced before application outcomes can be advised to you. Thank you for your patience in this matter.

If you are a trainee of a Midlothian Council Training Programme, have a disability or you are a care experienced young person who has previously been a looked after child, you are eligible for a guaranteed interview if you meet the essential criteria for the post.

Closing date: Monday 13th October

Interview date: week beginning 27th October