Customer Service Advisor

Midlothian Council; Dalkeith; On-site; GBP 28,000 - 30,000; Full time

Job summary

An established industry player is seeking a motivated Customer Service Advisor to enhance its busy Contact Centre. This role involves delivering exceptional customer service, ensuring accuracy, and adhering to GDPR standards while handling a variety of inquiries. The ideal candidate will have strong communication skills and experience in managing high volumes of customer interactions across multiple channels. Join a transforming council committed to improving community services and enjoy the opportunity for professional development and support in gaining relevant qualifications.

Qualifications

• Experience processing a high volume of customer interactions.
• Ability to analyse information and input data accurately.

Responsibilities

• Provide high-quality customer service in every interaction.
• Manage multichannel customer contact including social media.

Skills

Excellent communication skills

High level of accuracy

Experience with multichannel customer contact

Ability to remain calm in emergencies

Education

3 standard grade passes including English and Mathematics

SVQ or relevant experience in customer service

Customer service qualification (e.g., CCA Certificate)

Tools

IT software packages

Job description

Salary: £28,440 - £29,529 per year

Contract Type: Permanent

Position Type: Full Time

Hours: 36 hours per week

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

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.

The jobholder is required to undertake in-house training that meets the requirements of Customer Service Professional (CSP) standards and Midlothian’s competencies in order to carry out the role.

CLOSING DATE - Sunday 25th May 2025

INTERVIEW DATE - Week Beginning 9 th June 2025

Job Advert

Position Title: Customer Service Advisor

Directorate: Place

Contract Status: Permanent

Hours of Work: 36 hours per week

Working Pattern: Monday to Thursday 09:00- 17:00, Friday 08:30– 15:30

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 £28,440.19 per annum.

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 call 0131 271 3063 to speak to a 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 you are eligible for a guaranteed interview if you meet the essential criteria for the post.