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- Tasks: Assist customers with enquiries via phone and email in a fast-paced environment.
- Company: Join Dumfries and Galloway Council, dedicated to providing quality public service.
- Benefits: Enjoy discounts on essentials, Cycle-to-Work scheme, and wellbeing support.
- Why this job: Be part of a diverse team making a real impact in the community.
- Qualifications: Must have customer service experience and basic IT skills; SCQF Level 5 or equivalent required.
- Other info: Flexible hours available Monday to Friday; security check required.
The predicted salary is between 12163 - 12369 £ per year.
You will be required to work 18 hours per week, 52.14 weeks per year. This is an exciting opportunity to join our team of advisors in the Council’s Contact Centre based in Dumfries. The Council’s Contact Centre is the single point of telephone and email contact for customer enquiries to Dumfries and Galloway Council and cover for internal helpdesk. The support provided by the Contact Centre is designed to deliver a consistent system of triage which has established routes to all council departments.
Contact Centre is a high quality, direct service for the public providing advice, assistance and support in a range of council service enquiries. We are seeking individuals who are flexible, team players who can remain calm under pressure and will thrive in a fast-paced working environment. You must have experience of dealing with members of the public and will appreciate the confidential and sensitive nature of this post. You’ll also need excellent listening and interpretation skills along with the ability to explain information clearly and above all courteously.
The main responsibilities will be to positively respond to a wide range of enquiries via telephone and email, including dealing with potentially complex internal and external issues. The Council will provide suitable systems, processes and training to support you in this role.
You will be educated to SCQF Level 5 or equivalent and it is essential that you have previous experience in a customer focused call handling and processing and basic IT skills. This post is subject to a Baseline Personnel Security Standards check, and this includes candidate vetting through Disclosure Scotland.
We will be looking for flexibility across a Monday to Friday 8:45am to 5:15pm service. With an exciting benefits package, working for Dumfries and Galloway Council supports you to invest in your own health and wellbeing. Employees have access to our bespoke Vivup platform with over 800 discounts on everyday essentials from top UK retailers, restaurants, utility providers and more. Employees also get access to exclusive discounts from local businesses, a Cycle-to-Work scheme, financial support from My Money Matters, and guidance from our trained Wellbeing Champions.
Here at Dumfries and Galloway Council we are committed to equality, diversity and equal opportunity with our values, which include treating everyone with dignity, fairness and respect, driving us to tackle inequality. We are looking for people that can bring different perspectives and experiences and especially welcome applications from those who are underrepresented in our organisation.
For further information please contact Sandra McCaughey, supervisor on 030 33 33 3000 or Liliana McIntyre, supervisor on 030 33 33 3000.
Contact Centre Advisor - DGA11927 employer: Dumfries and Galloway Council
Contact Detail:
Dumfries and Galloway Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Advisor - DGA11927
✨Tip Number 1
Familiarise yourself with the services provided by Dumfries and Galloway Council. Understanding the range of enquiries you might handle will help you demonstrate your knowledge during the interview.
✨Tip Number 2
Practice your communication skills, especially in handling difficult situations. Role-playing common customer scenarios can prepare you to remain calm and courteous under pressure.
✨Tip Number 3
Highlight your previous experience in customer service during any informal discussions or networking opportunities. This can help you make a strong impression before the formal application process.
✨Tip Number 4
Connect with current or former employees of the Contact Centre on platforms like LinkedIn. They can provide insights into the work culture and expectations, which can be invaluable for your preparation.
We think you need these skills to ace Contact Centre Advisor - DGA11927
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills for the Contact Centre Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: Emphasise your previous experience in customer service, particularly in call handling. Provide specific examples of how you've successfully dealt with public enquiries and maintained confidentiality.
Showcase Your Skills: Make sure to mention your excellent listening and interpretation skills. Use clear and concise language to demonstrate your ability to explain information courteously, as this is crucial for the role.
Personalise Your Application: Address your application to the hiring team at Dumfries and Galloway Council. A personalised touch can make a positive impression. Also, consider mentioning your commitment to equality and diversity, aligning with the council's values.
How to prepare for a job interview at Dumfries and Galloway Council
✨Showcase Your Customer Service Skills
Since this role involves dealing with the public, be prepared to discuss your previous customer service experience. Share specific examples of how you've handled enquiries or resolved issues, especially in high-pressure situations.
✨Demonstrate Flexibility and Teamwork
The job requires flexibility and being a team player. Highlight instances where you've worked collaboratively with others or adapted to changing circumstances. This will show that you can thrive in a fast-paced environment.
✨Prepare for Common Scenarios
Think about potential scenarios you might face in the Contact Centre, such as handling difficult customers or complex enquiries. Practising your responses can help you feel more confident during the interview.
✨Emphasise Your Communication Skills
Excellent listening and interpretation skills are crucial for this role. Be ready to explain how you ensure clear communication, both verbally and in writing. You might even want to practice explaining a complex topic simply and courteously.
