Customer Service Officer, Strathbrock Partnership Centre , 492.20 - WEL09124

West Lothian Council; Broxburn; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking a Customer Service Officer to join their dynamic team in Broxburn. This public-facing role involves engaging with the community, addressing inquiries, and delivering essential services across various platforms. The ideal candidate will possess outstanding communication skills and a friendly demeanor, ensuring customer satisfaction while managing a range of tasks in a busy environment. If you are self-motivated, enjoy working with people, and are eager to develop your skills, this is the perfect opportunity to make a positive impact in your community.

Qualifications

• Excellent communication and listening skills.
• Ability to work independently and prioritize tasks.

Responsibilities

• Provide advice on customer enquiries regarding council services.
• Manage room bookings and organize community events.

Skills

Communication Skills

Customer Service

IT Support

Attention to Detail

Problem Solving

Tools

IT Systems

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.

This post is based within the Broxburn / Linlithgow Neighbourhood.

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

Customer and Community Services are looking to recruit a Customer Service Officer. 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 and will be responsible for delivering a range of tasks and services in our Customer Information Service, Libraries, Community Centres and Partnership Centres. These tasks include:

• Providing advice and information on a range of general and complex customer enquiries (eg council tax, housing and homelessness, waste management, concessionary travel applications, issue and receive council forms/paperwork)
• Make referrals on behalf of customers to internal and partner services and organisations
• Carry out a wide range of tasks within our libraries including processing and shelving book stock, data and information management, creating displays.
• Plan, promote and host reading initiatives and customer events (eg Bookbug, author visits)
• Build and maintain links and relationships with community groups, schools and organisations
• Provide basic IT support to customers
• Reception duties
• Manage room booking enquiries/applications and ensure spaces are ready for occupation - this may include carrying out room set ups
• Using a variety of IT systems and devices

We require someone with excellent communication and listening skills, who is friendly, diligent, pays attention to detail and is 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 expected to take a lead role in organising and prioritising the day to day work within the area you are working in.

You will be required to demonstrate that you can work within a busy and changing environment, remain calm under pressure and that you can respond to the needs of customers and colleagues 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.

Requirements

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