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- Tasks: Provide top-notch customer service and support across various communication channels.
- Company: Join the friendly team at West Lothian Council's Contact Centre.
- Benefits: Enjoy competitive salary, generous holiday entitlement, and employee benefits.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Experience in customer service and excellent communication skills required.
- Other info: Comprehensive training and growth opportunities available.
The predicted salary is between 30000 - 40000 £ per year.
36 hours per week, 52.14 weeks per year, + 14% Shift Allowance, Permanent. Interviews will take place on Tuesday 12th May 2026. Full time permanent position within West Lothian Council's Contact Centre. Working 10:18 - 18:00 Monday to Friday. Public holiday working is essential.
The Customer Service Centre is the main access point for a wide range of council services, operational 24/7 providing confidential advice and support for citizens of West Lothian. Our customer communication channels currently include telephone, email and voicemail. As we move through our digital transformation, communication channels will evolve as will the skillset of our team.
Our team is made up of friendly, empathetic and professional individuals who strive to achieve excellent customer service. We are looking for a dedicated professional with experience in a performance driven environment along with good local knowledge.
Working with us you would be required to:
- Handle customer interactions with enthusiasm, empathy and a willingness to help
- Accurately record all interactions and actions within internal systems, following company processes, regulatory requirements, and GDPR at all times
- Record customer interactions accurately, concisely and factually
- Remain composed under pressure during peak call volumes
- Interact with customers across all communication channels
We Offer:
- Competitive Salary
- Holiday entitlement - 26 days A/L increased to 31 days after 5 years service in addition to 7 Public Holidays
- Opportunity for overtime
- Cycle to Work Scheme
- Employee Assistance Programme
- Local Government Pension Scheme
- Credit Union Access
- Exclusive discounts and savings through our employee benefit scheme
- A supportive and accessible workplace
- Access to online training modules
Throughout your employment, you will gain valuable knowledge and skills that many have utilised to develop and progress into roles within other council areas or within the Customer Service Centre itself. You will receive comprehensive training and ongoing support from experienced colleagues and managers who are invested in your growth.
Do you have the ability to work in a fast-paced, evolving environment? Do you aim to provide a positive experience for your customer? Are you fantastic with people; after all, you will be our first point of contact for our customers and play a key role in providing the help, support and empathy needed to achieve the best outcome?
Essential Criteria:
- Professional and Courteous Telephone Manner
- Excellent communication skills both written and verbal
- A passion for customer service
- Ability to use multiple systems at once while speaking with customers
- Previous experience of working in a telephony-based customer service role demonstrating adaptability and resilience
- Confident and proactive to deal with difficult situations and conversations
- High Level of accuracy and attention to detail
- Confident working independently and as part of a team
- Fluency in English
- Previous Customer Service experience
- Experience with Microsoft applications
Successful Candidates will be invited to complete Customer Service testing, which is an integral part of the interview process. Please note that you are required to be available for full time training of between 4-6 weeks.
Customer Service Advisor, West Lothian Civic Centre, 503.10 - WEL10264 in Livingston employer: Confidential -
Contact Detail:
Confidential - Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor, West Lothian Civic Centre, 503.10 - WEL10264 in Livingston
✨Tip Number 1
Get to know the company! Research West Lothian Council and their values. This will help you tailor your responses during the interview and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Think of scenarios where you had to handle difficult customers or high-pressure situations. Being able to share these experiences will demonstrate your ability to thrive in a fast-paced environment.
✨Tip Number 3
Be ready for role-play! During the interview, you might be asked to demonstrate your telephone manner or how you would handle a specific customer query. Stay calm, be friendly, and show off your empathy!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the team at West Lothian Council.
We think you need these skills to ace Customer Service Advisor, West Lothian Civic Centre, 503.10 - WEL10264 in Livingston
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role. Use keywords from the job description to show that you understand what we're looking for in a Customer Service Advisor.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your written application reflects your ability to convey information clearly and professionally. Keep it concise but informative, just like how we aim to communicate with our customers!
Highlight Relevant Experience: Don’t forget to mention any previous customer service experience, especially in a telephony-based environment. We want to see how you've handled customer interactions and any challenges you've faced, so share those stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at Confidential -
✨Know Your Stuff
Before the interview, make sure you’re familiar with West Lothian Council and its services. Brush up on local knowledge and understand the role of the Customer Service Centre. This will help you answer questions confidently and show your genuine interest in the position.
✨Showcase Your Skills
Prepare examples from your previous experience that highlight your customer service skills, especially in a telephony-based environment. Think about times when you handled difficult situations or provided exceptional support, as these stories will resonate well with the interviewers.
✨Practice Makes Perfect
Since the role involves handling customer interactions across various channels, practice your communication skills. You could even do mock interviews with friends or family to get comfortable speaking clearly and professionally, especially under pressure.
✨Be Ready for Testing
As part of the interview process, you’ll need to complete Customer Service testing. Familiarise yourself with common scenarios you might face in the role and think about how you would respond. This will help you feel more prepared and confident during the assessment.