At a Glance
- Tasks: Provide top-notch customer service across various council functions and manage diverse enquiries.
- Company: Join Midlothian Council, dedicated to transforming community services.
- Benefits: Permanent position with a competitive salary and in-house training opportunities.
- Other info: Supportive environment with guaranteed interviews for eligible candidates.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: 3 standard grade passes including English and Maths; customer service experience preferred.
The predicted salary is between 29586 - 29586 £ per year.
Midlothian Council Contact Centre provides front line customer services across a wide range of council functions, including (but not limited to) Children & Families, Health & Social Care, Housing Repairs, Waste Services, and Revenues & Benefits. We are seeking a Customer Service Advisor who can deliver high quality support in a fast paced, multi service environment. As the first point of contact for many residents, you will be expected to manage a diverse range of enquiries and demonstrate empathy, accuracy, and professionalism at all times.
Given the breadth of our service areas, it is essential that applicants have substantial experience delivering customer service across multiple communication channels, including telephone, email, social media, and face to face interactions. In the Additional Information section of the application please demonstrate and expand on your experience in multi-channel customer service, outlining how your skills and background prepare you to manage complex enquiries and support a wide range of customer needs.
KNOWLEDGE
- Essential: The jobholder must have a minimum of 3 standard grade passes, including English and Mathematics and a vocational qualification SVQ, or relevant experience in a customer service role demonstrating a high standard of accuracy and communication skills.
- A relevant customer service qualification e.g. CCA Certificate or Diploma or CSP Award level, or a Registrar General’s Certificate of Proficiency in the Law and Practice of Registration in Scotland is desirable; however the Council will invest and support the jobholder in gaining a qualification.
- The jobholder is required to undertake in-house training that meets the requirements of Customer Service Professional (CSP) standards and Midlothian’s competencies in order to carry out the role.
CLOSING DATE - Wednesday 18th March 2026
INTERVIEW DATE - Week beginning 30th March 2026
Requirements
- Compliance with the mandatory Cabinet Office PSN (Public Sector Network) Code of Connection requires the Council to meet a baseline personal security standard. This requires completion of a disclosure check for all employees who can access official information. The fee for this PSN Disclosure check will be met by you.
- Please note that Disclosure Scotland has changed the way certificates are issued. You will be notified by email from Disclosure Scotland that your certificate is available to view. Once you have viewed your certificate you will be allowed to share this with your employer and it is only available for 14 days from the first day you have viewed the certificate. If you do not grant access to Midlothian Council to view before access is removed, a further application will need to be generated, and this will incur an additional cost.
Additional Information
If you have difficulty applying for this post or accessing attached documents, or if you have a disability and reasonable adjustment is required, please email recruitment@midlothian.gov.uk to discuss with a member of the Recruitment Team stating the post reference number.
Midlothian Council is currently undergoing a period of transformation, changing and improving the way it delivers services in Midlothian. As a consequence, there are a number of existing employees for whom we are committed to seeking suitable alternative employment within the Council in accordance with our legal obligations. Candidates are advised that, for some vacancies, internal candidates in this situation will be interviewed before the wider selection pool and a slightly longer delay may be experienced before application outcomes can be advised to you. Thank you for your patience in this matter.
If you are a trainee of a Midlothian Council Training Programme, have a disability or you are a care experienced young person who has previously been a looked after child, you are eligible for a guaranteed interview if you meet the essential criteria for the post.
Customer Service Advisor - MID07380 in Dalkeith employer: Midlothian Council
Midlothian Council is an exceptional employer that prioritises employee development and community impact, offering a supportive work culture where customer service excellence is at the forefront. As a Customer Service Advisor, you will benefit from comprehensive training opportunities, including support for obtaining relevant qualifications, while working in a dynamic environment that values empathy and professionalism. Located in Fairfield House, you will be part of a transformative council dedicated to enhancing services for residents, making your role both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - MID07380 in Dalkeith
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Midlothian 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 Midlothian 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 Customer Service Advisor - MID07380 in Dalkeith
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 Midlothian Council:Your cover letter is your chance to shine! Tell us why you want to work at Midlothian 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 Midlothian Council!
How to prepare for a job interview at Midlothian 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.
