At a Glance
- Tasks: Support users with the National Entitlement Card Scheme and resolve customer queries.
- Company: Join a forward-thinking team delivering digital services for Scottish public sector organisations.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Enjoy a blended work model with a focus on equality and diversity.
- Why this job: Make a difference in customer experience while working in a dynamic environment.
- Qualifications: Strong communication skills and experience in customer service or administrative support.
The predicted salary is between 29532 - 31412 £ per year.
Salary: £29,532 - £31,412 per year
Hours: 36 hours per week
Location: Hybrid/Livingston
Duration of contract: One year fixed term
The Improvement Service’s Digital Public Services (DPS) Team develops and delivers a portfolio of digital products and services for many Scottish public sector organisations. These services support partners in delivering innovative, high-quality, secure digital public services – achieving efficiency savings, supporting sustainable frontline services, and improving customer experience.
Qualifications
- Confident, articulate individual with strong communication and organisational skills, able to engage at all levels and manage competing priorities in a fast‑paced, customer‑focused environment.
- Knowledge of financial reconciliation would be beneficial.
- Experience providing administrative support via online helpdesks, acting as first point of contact and taking ownership of queries, using initiative to resolve issues effectively.
Responsibilities
- Assist users of the National Entitlement Card Scheme via getyournec.scot, including reviewing and processing applications in line with procedures.
- Maintain a professional approach, ensuring a consistently high‑quality customer experience.
- Communicate regularly with technology partners for core applications and third‑party providers to diagnose issues and resolve customer queries.
- Support continuous improvement by analysing data, identifying trends, and contributing to enhancements of customer service processes and procedures.
Location
Your primary place of work will be West Lothian Civic Centre, Howden South Road, Livingston, West Lothian EH54 6FF, but the Company reserves the right to change this to any place within 30 miles of this office. It is anticipated that the role will involve a blended model of office and home working. Attendance will be required, in person, at quarterly meetings either in the Livingston office or at another suitable venue.
Equal Opportunity
The IS is committed to promoting equality and diversity in all its activities to promote inclusive processes, practices and culture. The IS is a Disability Confident Employer. We are committed to interviewing anyone with a disability who meets the essential criteria.
Customer Service Support Agent in Livingston employer: Improvement Service
The Improvement Service offers a dynamic and inclusive work environment for Customer Service Support Agents, where employees are empowered to make a real impact on public services in Scotland. With a commitment to professional development and a hybrid working model, staff enjoy a healthy work-life balance while contributing to innovative digital solutions that enhance customer experiences. The company values diversity and is dedicated to fostering a culture of equality, making it an excellent choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Support Agent in Livingston
✨Tip Number 1
Get to know the company! Research The Improvement Service and their Digital Public Services team. Understanding their mission and values will help you tailor your approach during interviews and show that you're genuinely interested in contributing to their goals.
✨Tip Number 2
Practice your communication skills! As a Customer Service Support Agent, you'll need to articulate your thoughts clearly. Try role-playing common customer scenarios with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Showcase your problem-solving skills! Be ready to share examples of how you've effectively resolved customer queries in the past. Highlighting your initiative and ability to manage competing priorities will set you apart from other candidates.
✨Tip Number 4
Apply through our website! We want to see your application directly, so make sure to submit it via our platform. This way, we can keep track of your progress and ensure you’re considered for the role as soon as possible.
We think you need these skills to ace Customer Service Support Agent 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 of a Customer Service Support Agent. We want to see how you can contribute to our mission of delivering high-quality digital public services.
Show Off Your Communication Skills:Since this role requires strong communication abilities, don’t shy away from showcasing your knack for engaging with customers. Use clear and concise language in your application to demonstrate your articulate nature.
Highlight Relevant Experience:If you've got experience in administrative support or online helpdesks, make sure to mention it! We love seeing candidates who have taken ownership of queries and resolved issues effectively, so share those examples.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Improvement Service
✨Know Your Stuff
Make sure you understand the role of a Customer Service Support Agent inside out. Familiarise yourself with the National Entitlement Card Scheme and the types of queries you might encounter. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Show Off Your Communication Skills
Since strong communication is key for this role, practice articulating your thoughts clearly. You might want to prepare examples of how you've effectively resolved customer issues in the past. This will demonstrate your ability to engage with customers at all levels.
✨Be Ready for Scenario Questions
Expect to be asked how you'd handle specific customer service scenarios. Think about times when you've had to manage competing priorities or resolve conflicts. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Emphasise Continuous Improvement
The job involves analysing data and contributing to process enhancements. Be prepared to discuss any experiences you have with identifying trends or suggesting improvements in previous roles. This shows that you’re proactive and committed to delivering high-quality customer service.
