Customer Service Representative (Temporary) - REQ04285

North Lanarkshire Council; Motherwell; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

North Lanarkshire Council is seeking a Customer Service Representative to join their Customer Service Hub. This role involves responding to enquiries about council services and providing excellent customer care. Ideal candidates will have strong communication skills and experience in a customer-focused environment. Full training will be provided, making this an exciting opportunity for those looking to develop their career in local government.

Benefits

27 days of annual leave

6 public holidays

Comprehensive learning and development opportunities

Qualifications

• Experience in a busy, customer-focused environment is essential.
• Excellent verbal and written communication skills required.
• Ability to work effectively as part of a team.

Responsibilities

• Respond to a wide range of enquiries related to council services.
• Support customers in transitioning to digital communication channels.
• Provide the highest level of customer service.

Skills

Customer care

Communication

IT skills

Call handling

Education

SVQ2/Higher/National 5 or equivalent

Customer care qualification

Job description

Location: Civic Centre, Windmillhill Street, ML1 1AB

Salary: £25,847 - £27,301 per year

Contract Type: Temporary

Position Type: Full Time

Hours: 35 hours per week

Work From Home: Hybrid

INTERNAL APPLICANTS MUST APPLY VIA MYSELF

This vacancy is internal and open to applications from employees of North Lanarkshire Council and Associated Employers* only. The "Apply now" button is not activated for this role. Please log into your MySelf account for further instructions on how to apply as an internal candidate. *Fusion Assets, NLP LLP

Customer Service Representative

North Lanarkshire Council, as one of Scotland’s largest local authorities, is committed to creating prosperity and making North Lanarkshire a great place to live, learn, work, invest and visit.

Our first point of contact for many of our customers is the Customer Service Hub, where we have a vacancy for a Customer Service Representative.

The role involves responding to a wide range of enquiries related to council services. Knowledge of council services is desirable but not essential, as full training will be provided. Enquiries are mainly received by telephone but will include email and social media enquiries. Our customers are being supported to move towards digital communication channels, making this an exciting time to join our team and shape our customer experience.

To provide the highest level of customer service, you should have experience working in a busy, customer-focused or contact centre environment. You should have excellent verbal and written communication skills, along with IT skills. You will need excellent customer care and call handling skills, with the ability to take ownership of decisions and work effectively as part of a team. A flexible approach to work, the ability to prioritise tasks, and a willingness to learn and evolve with the service are essential.

An SVQ2/Higher/National 5 or equivalent level qualification is essential. A customer care qualification is desirable.

This post is temporary until 30/06/2026

Working here at North Lanarkshire Council

If you’re considering a career with us, you’ll be keen to know what’s in it for you. We offer a great package of benefits, including 27 days of annual leave, 6 public holidays*, and a range of other benefits, which you can find out more about at Work Well NL. We also provide comprehensive learning and development opportunities through our Learning Academy, LearnNL, to help you reach your full potential and advance your career.

*For casual/sessional roles, you will receive 12.1% of your hourly rate for every hour worked, as a form of total recompense for annual leave, including public holidays. These rates will be indicated separately on your payslip. You will only be paid for the hours you work.

We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves disabled, provided they meet the essential criteria of the person specification and job description.

We have adopted the Armed Forces Community Covenant to support service personnel, veterans, and their families. We offer a guaranteed interview for service leavers, spouses, reservists, and veterans, as long as they meet the essential criteria.

North Lanarkshire Council is committed to #KeepingThePromise. If you have ever been in care, you are entitled to a guaranteed interview, provided you meet the essential criteria. This demonstrates our commitment to supporting Care-Experienced People.

The Plan for North Lanarkshire aims to make it the place to live, learn, work, invest, and visit. We recognize that work is vital to wellbeing and shaping our lives. The Fair Work Convention’s Framework emphasizes work that offers effective voice, fulfillment, opportunity, respect, and security. We believe Fair Work can boost creativity, unlock potential, and increase productivity. For more information, click on the link.

Alternative application packs can be requested in formats such as Large Print, Braille, or Audio by calling 01698 403151.

Our Easy Read documents explain the process and what happens during the selection process: Easy Read – My NL

***PLEASE NOTE: WE DO NOT ACCEPT CVs IN PLACE OF THE APPLICATION FORM. TO BE CONSIDERED, YOU MUST SUBMIT AN APPLICATION FORM. ANY CV SUBMISSIONS WILL BE DISREGARDED.***