Customer Service Assistant, Armadale Whitburn Neighbourhood, 492.98 - WEL09202

West Lothian Council; Armadale; On-site; GBP 18,000 - 22,000; Full time

Job summary

West Lothian Council is seeking a Customer Service Assistant to support public interactions in Libraries and Community Centres. The role involves managing customer enquiries, clerical duties, and event organization while maintaining high service standards. Applicants should possess strong communication skills and a commitment to community service, with opportunities for personal development.

Qualifications

• Excellent communication and listening skills.
• Friendly, diligent, and solutions-focused personality.
• Ability to work with minimum supervision.

Responsibilities

• Deal with customer enquiries including Blue Badges and concessionary travel.
• Process book stock and shelving in libraries.
• Assist with arranging and supporting community events.

Skills

Communication

Listening

Customer Service

Problem Solving

Teamwork

Job description

Job Advert

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

West Lothian Council are committed to far reaching changes to the way we deliver our Education Services. These changes include giving you the support and environment that you need to get on with your job and develop your abilities. Our dedication is demonstrated by the whole council achievement of the Investors in People Standard and always aiming a little higher in our service delivery and improvements.

This post is within the Armadale/ Whitburn Neighbourhood.

Please note, that although a base building has been given, post holders will be required to work from other buildings within the Neighbourhood.

Customer and Community Services are looking to recruit a Customer Service Assistant. This is a public facing role which involves communicating with customers face to face, on the phone or by email.

The post holder will work as a member of a customer focussed team delivering a range of tasks and services in our Libraries, Community Centres and Partnership Centres including:

• Dealing with customer enquiries (eg Blue Badges, concessionary travel applications, issue and receive council forms/paperwork)
• Carrying out a wide range of tasks within our libraries including processing book stock, shelving books, creating displays, supporting reading initiatives, clerical work
• Issuing cash vouchers via our CRM system to customers entitled to a monetary pay out
• Providing basic IT support to customers
• Reception duties
• Helping to arrange and support the delivery of customer events (eg Bookbug, author visits)
• Handling room booking enquiries/applications and organising basic room set ups
• Using a variety of IT systems and devices

We require someone with excellent communication and listening skills, who is friendly, diligent and solutions focussed.

You will work with minimum supervision so you should be self-motivated and reliable and have the ability to prioritise tasks and forward plan.

You will be required to demonstrate that you can work within a busy and changing environment and that you can respond to the needs of customers in a helpful and proactive way.

You should have a willingness to develop your skills and knowledge to ensure our service evolves to meet the needs of our customers and partners.

Most of all, you should enjoy working with people and the public.

You will assist in meeting and exceeding customer expectations, working and supporting the local community within legislation and adhering to West Lothian Council policies and procedures.

Once fully trained and briefed, you may, on occasion, be required to work alone.

You will be supplied with, and required to wear, a uniform when on shift.

There is an element of manual handling in this role (eg moving book shelves, setting up community centre spaces/rooms for use by the public, moving crates/boxes).

This role may require you to work up 8pm once a week or on a Saturday. If applicable, pay enhancements will be explained should you be invited to attend an interview.

This post is considered Regulated Work with children and/or protected adults under the Protection of Vulnerable Groups (PVG) Scotland Act 2007. From 28 February 2011 preferred candidates will be required to join the PVG Scheme or undergo a PVG Scheme update check prior to a formal offer of employment being made by West Lothian Council.

Please refer to the job description for additional information.