Customer Service Agent/Assistant Registrar - EAD09992

East Dunbartonshire Council; Scotland; On-site; GBP 21,000 - 28,000; Full time

Job summary

East Dunbartonshire Council seeks a Customer Services professional to act as the first point of contact for customers across telephone, in-person and online channels, delivering information, advice and support on Council services.

The role requires excellent communication and interpersonal skills, plus the ability to own enquiries through to a satisfactory conclusion with strong problem solving, accuracy and attention to detail.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to take ownership of enquiries to a satisfactory conclusion.
• Problem solving, accuracy and attention to detail.

Responsibilities

• Be the first point of contact for Council customers across telephone, in-person and online channels.
• Provide information, advice and support on Council services.
• Work as part of a team in Community Hubs and share knowledge and best practice.

Skills

Communication skills

Interpersonal skills

Problem solving

Attention to detail

Job description

Job Summary

As the first point of contact for many Council customers, our Customer Services team strives to deliver an exceptional service at all times. Our team responds to a wide range of enquiries received from all contact channels including telephone, in-person and online/digital channels and provide customers with information, advice and support on Council services.

The post holder must have excellent communication and interpersonal skills and take ownership of customer enquiries through to a satisfactory conclusion. Problem solving skills, accuracy and good attention to detail are also essential.

Agents are primarily based in one of our network of Community Hubs, in a busy and fast paced environment agents need to be resilient and able to work well as part of a team, sharing best practice, knowledge and experience.

PVG/Disclosure

The following criteria applies to all roles within East Dunbartonshire Council where PVG/Disclosure checks are essential criteria.

Where the post you are applying for is considered a Regulated Role under the Disclosure (Scotland) Act 2020, successful candidates will be required to join the PVG Scheme, or undergo a PVG Scheme Update check, prior to confirmation of employment being made by East Dunbartonshire Council.

Please note, successful candidates will be expected to meet the cost of the relevant check which will be deducted from the successful candidate's first salary payment. Successful candidates who withdraw their application after the check process has started will be invoiced for the cost of the check.

In specific circumstances the payment could be deducted in instalments from an employee's wages following commencement of employment. Approval in such circumstances will be made by the HR &OD Manager.

Should an employee leave in advance of the payment being deducted, the full amount will be deducted from the employee's final salary.

The criteria outlined above will apply to existing employees of East Dunbartonshire Council who apply for roles for which a PVG/Disclosure check is required.

Charter of Commitment

The commitment by East Dunbartonshire Council to job applicants is as follows:

Individuals will be treated in a polite, friendly and welcoming manner.

Equalities monitoring will be conducted to ensure a fair and equitable process with screening being carried out to anonymise sensitive information such as age, gender and disability.

The information that we receive will be treated in confidence and with discretion. Only the relevant HR representative/team and the relevant service will see the application form.

We will encourage and welcome applications from applicants under the disability symbol. Where the essential criteria are met an interview will be offered to those applying under the disability symbol.

We will be pleased to make any reasonable adjustments to ensure accessibility at the interview.

We will advise you within reasonable time after the closing date if you have not met the interview criteria. (Normally within 4 weeks)

We will advise you of meeting the criteria for interview normally within 3 weeks.

We will advise you if you have been successful or unsuccessful at the interview stage as soon as practically possible.

Websites

www.eastdunbarton.gov.uk