At a Glance
- Tasks: Assist customers with enquiries and support the Contact Centre Supervisors.
- Company: Join East Lothian Council, a supportive and community-focused organisation.
- Benefits: Competitive hourly rate, flexible hours, and a chance to grow within the council.
- Other info: Internal applicants only; great opportunity for current employees.
- Why this job: Make a difference in your community while developing valuable skills.
- Qualifications: Higher Level education or equivalent experience required.
The predicted salary is between 16.7 - 17.84 £ per hour.
The salary advertised is full time (35 hours per week). Part-time hours will be pro-rated accordingly. Hourly rate of pay: £16.70 - £17.84.
Days and Hours of Work: Monday - Wednesday, 09:00-17:00. Flexi time is applicable. To start asap.
This post is open only to current employees of East Lothian Council (this includes agency/casual/locum staff who are currently undertaking work for us).
Job Details: To respond to customer enquiries regarding a range of Council services and through the Council’s Corporate Switchboard in compliance with Council policies and procedures. In addition, provide support to the Contact Centre Supervisors in the day to day running of the Contact Centre.
Please download the Job Outline/Person Specification (available under 'Job Attachments') for the full range of tasks and duties associated with this job. You will need to refer to these in order to complete the application form. You must ensure you meet every 'essential' criteria stated on the Person Specification to be considered for interview.
The ‘East Lothian Way’ – values and behaviours we expect our employees to demonstrate in their everyday work. Should you be invited to interview, you may be asked questions based on these behaviours. Please refer to the document via the link to familiarise yourself with them.
Job Requirements:
- Relevant Qualifications: Educated to Higher Level, NC or SVQ level in English and/or able to demonstrate equivalent knowledge, skills and competencies gained through relevant experience.
- Level 1 Disclosure Clearance: This role requires Level 1 Disclosure Clearance to allow access to the Public Sector Network. ELC will submit a Police Act Disclosure application on behalf of the preferred candidate and receipt of the subsequent certificate will be required prior to commencement. Please note: If a Disclosure check is required and you have spent more than 3 months working or living out with the UK in the last 5 years then you will also be required to present a copy of an overseas criminal record check.
Details of how to apply and contact details can be found on the GOV.UK website.
For additional East Lothian Council employment information please click on the following link.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Adviser - INTERNAL APPLICANTS ONLY - EAL12874 in Tranent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at East Lothian Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like East Lothian Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Adviser - INTERNAL APPLICANTS ONLY - EAL12874 in Tranent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to East Lothian Council:Your cover letter is your chance to shine! Tell us why you want to work at East Lothian Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at East Lothian Council!
How to prepare for a job interview at East Lothian Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
