Customer Service Advisor - MID07797

Midlothian Council; Dalkeith; On-site; GBP 19,000 - 23,000; Full time

Job summary

Midlothian Council is seeking a Customer Service Advisor to join the Fairfield House team. You will be the first point of contact for residents, handling inquiries across a range of council services with empathy, accuracy and professionalism.

The role requires experience delivering multi-channel customer service (telephone, email, social media and face-to-face) and the ability to manage complex enquiries within a fast paced environment. 25 hours per week, permanent contract.

Qualifications

• Must have multi-channel customer service experience across telephone, email, social media and in-person interactions.
• High standard of accuracy and communication skills; able to handle complex enquiries.

Responsibilities

• Handle resident enquiries across multiple council services in a fast-paced environment.
• Deliver high-quality customer service with empathy and professionalism.
• Support residents and colleagues by providing accurate information and guidance across channels.

Skills

Multichannel support

Empathy

Communication skills

Telephone & email handling

Education

3 standard grade passes incl English & Maths

SVQ or equivalent customer service experience

CSP qualification or equivalent (desirable)

Job description

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.

Job Advert

Position Title: Customer Service Advisor

Position Number: WCRBD32

Directorate: Place

Location: Fairfield House

Contract Status: Permanent

Hours of Work: 25 hours per week

Working Pattern: Monday to Friday 9:30am - 2:30pm

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 25 hours over 52 weeks per year, the minimum actual salary for this position is £21,263.35 per annum.

Responsibilities

This role requires

Level 1 Disclosure Clearance, the fee for this Disclosure check will be met by you and receipt of the subsequent certificate will be

required prior to commencement.

Once you have submitted your application and this has been processed 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.

Please note:

If you have spent more than 3 months working or living out with 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.UKwebsite.

Additional Information

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.