Customer Service Adviser, West Lothian Civic Centre, 493.33 - WEL09243

West Lothian Council; Livingston; On-site; GBP 22,000 - 28,000; Full time

Job summary

West Lothian Council seeks a dedicated Customer Service professional for a full-time position in their Customer Service Centre. Candidates should have strong local knowledge, customer-focused skills, and experience in a performance-driven environment. The role involves assisting community members, providing information, and managing inquiries, with potential for hybrid working after training.

Qualifications

• Experience in a performance-driven environment.
• Contact Center experience via phone, email, and social media preferred.
• Willingness to undergo 4-6 weeks of training.

Responsibilities

• Provide confidential advice and community information.
• Assist customers with service access and resolve queries.
• Handle both routine and emergency situations.

Skills

Customer focused

Target driven

Local knowledge

Calm under pressure

Job description

Job Advert

Interviews will be held on Thursday 3rd July 2025. These are the only dates set aside for the interview process.

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

1 x full time permanent position (36 hours per week), bank holiday working is essential

Proposed Hours:-

• 1 x Monday-Friday 10:18-18:00

About the role

Customer Service Centre provides a wide range of local services for the community within our contact centre environment.

We are looking for a dedicated professional, who has experience in working within a performance driven environment along with good local knowledge. You are expected to remain calm, sympathetic and supportive while dealing with both routine and emergency situations.

Do you have good local knowledge? and a passion in delivering high standards of work and taking pride in your achievements? If so, we are looking for an 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.

Once full training is complete, which can take up to 6 months, hybrid working maybe considered.

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 initial training of between 4-6 weeks.