Customer Service Advisor - MID07761

Midlothian Council; Dalkeith; On-site; GBP 14,000 - 17,000; Part time

Job summary

Midlothian Council is seeking a Customer Service Advisor to deliver high quality support in a fast-paced, multi-service environment. As the first point of contact for many residents, you will manage a diverse range of enquiries with empathy, accuracy and professionalism.

The role is fixed-term for 1 year, 18 hours per week, Wednesday to Friday 10am to 4pm, based at Fairfield House. Applicants should have English and Maths at standard grade and a relevant customer service qualification.

Qualifications

• Minimum 3 standard grade passes including English and Mathematics.
• Relevant vocational qualification SVQ or demonstrable experience in customer service with high accuracy and communication skills.

Responsibilities

• Handle diverse enquiries across multiple channels (phone, email, social media, face to face).
• Provide high quality customer service with empathy, accuracy and professionalism.

Skills

Multichannel support

Customer service experience

Communication skills

Empathy and accuracy

Education

English & Maths GCSEs

SVQ or equivalent customer service

CSP / CSP Award (desirable)

Registrar General's Certificate (desirable)

Job description

Job Vacancy

Midlothian Council Contact Centre provides front line customer services across a wide range of council functions, including (but not limited to) Children & Families, Health & Social Care, Housing Repairs, Waste Services, and Revenues & Benefits.

We are seeking a Customer Service Advisor who can deliver high quality support in a fast paced, multi service environment. As the first point of contact for many residents, you will be expected to manage a diverse range of enquiries and demonstrate empathy, accuracy, and professionalism at all times.

Given the breadth of our service areas, it is essential that applicants have substantial experience delivering customer service across multiple communication channels, including telephone, email, social media, and face to face interactions.

In the Additional Information section of the application please demonstrate and expand on your experience in multi-channel customer service, outlining how your skills and background prepare you to manage complex enquiries and support a wide range of customer needs.

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 - Thursday 22nd October 2026

INTERVIEW DATE - Week Beginning 2 nd November

Job Advert

Position Title: Customer Service Advisor

Directorate: Place

Location: Fairfield House

Contract Status: Fixed term for 1 year

Hours of Work: 18 hours per week

Working Pattern: Shifts Pattern - Wednesday to Friday 10am to 4pm

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 18 hours over 52 weeks per year, the minimum actual salary for this position is £15,309.61 per annum.

This role requiresLevel 1 Disclosure Clearance, the fee for this Disclosure check will be met by you and receipt of the subsequent certificate will berequired prior to commencement.

Please note:
If you have spent more than 3 months working or living outwith the UK in the last 5 years then you will also be required to present a copy of an overseas criminal record check. Details of how to apply and contact details can be found on the GOV.UK website.

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.