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For Companies At a Glance
- Tasks: Be the friendly voice for our community, helping with council service enquiries.
- Company: Join North Lanarkshire Council, a leading local authority in Scotland.
- Benefits: Enjoy 27 days annual leave, health perks, and flexible working options.
- Why this job: Shape customer experiences while developing your skills in a supportive environment.
- Qualifications: SVQ2/Higher/National 5 or equivalent required; customer care qualification is a plus.
- Other info: Great career growth opportunities and a commitment to diversity and inclusion.
The predicted salary is between 24000 - 36000 ÂŁ per year.
Overview
INTERNAL APPLICANTS MUST APPLY VIA MYSELF
This vacancy is internal and open to applications from employees of North Lanarkshire Council and Associated Employers* only. The \”Apply now\” button is not activated for this role. Please log into your MySelf account for further instructions on how to apply as an internal candidate.
Fusion Assets, NLP LLP
North Lanarkshire Council, as one of Scotland’s largest local authorities, is committed to creating prosperity and making North Lanarkshire a great place to live, learn, work, invest and visit.
Responsibilities
Our first point of contact for many of our customer is the Customer Service Hub in which we have a vacancy for a Customer Service Representative.
The role involves responding to a wide range of enquires in relation to council services so knowledge of council services is desirable but not essential as full training will be given. Enquiries are mainly received by telephone but will include email and social media enquiries. Our customers are being supported to move towards digital communication channels so this is an exciting time to join our team and shape our customer experience.
To provide the highest level of customer service, you should have experience of working in a busy, customer focused or contact centre environment. You should have excellent verbal and written communication and IT skills. You will have excellent customer care and call handling skills, with the ability to take ownership for the decisions you make and work effectively as part of a team. You should demonstrate a flexible approach to work, an ability to prioritise tasks and a willingness to learn and evolve with the service as it develops.
An SVQ2/Higher/National 5 or equivalent level qualification is essential. A customer care qualification is desirable.
Work Pattern – Monday to Thursday 8am till 4pm and Friday 8am till 3.30pm
Qualifications
Essential: SVQ2/Higher/National 5 or equivalent level qualification. A customer care qualification is desirable.
Working here at North Lanarkshire Council
If you’re considering a career with us, you’ll be keen to know what’s in it for you. We have a great package of benefits available, from health and wellbeing to finances and family. This includes 27 days annual leave and 6 public holidays*, and a wide range of benefits available to you, find out more at work well NL. We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career.
For more information on local authority careers visit the myjobscotland career hub
North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy.
Click here to see our Recruitment Charter.
*For all casual/sessional roles, you will receive 12.1% of your hourly rate for every hour worked in total recompense for annual leave, including public holidays. These rates will be indicated separately on your payslip. You will only be paid for the hours that you work.
We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description.
We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description.
North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification. This is one way North Lanarkshire is demonstrating our commitment to supporting Care-Experienced People.
The Plan for North Lanarkshire is to be the place to live, learn, work, invest and visit. The Council recognises that work is an important part of adult life and is critical to our wellbeing and shaping how we live. The Fair Work Convention’s Framework defines Fair Work as work that offers effective voice, fulfilment, opportunity, respect and security. We believe Fair Work can boost creativity, realise untapped potential and increase productivity. To find out more click on the link.
Alternative Application Packs can be requested in other formats for example, Large Print, Braille, and Audio. To request an alternative Application Pack please phone 01698 403151.
The following link contains our Easy Read documents which will help explain the process and what happens during the selection process: Easy Read – My NL
***PLEASE NOTE WE DO NOT ACCEPT CVS IN PLACE OF THE APPLICATION FORM. TO BE CONSIDERED FOR THIS VACANCY YOU MUST ENSURE AN APPLICATION FORM IS SUBMITTED. ANY CV SUBMISSIONS WILL BE DISREGARDED.***
We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description.
North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification. This is one way North Lanarkshire is demonstrating our commitment to supporting Care-Experienced People.
The Plan for North Lanarkshire is to be the place to live, learn, work, invest and visit. The Council recognises that work is an important part of adult life and is critical to our wellbeing and shaping how we live. The Fair Work Convention’s Framework defines Fair Work as work that offers effective voice, fulfilment, opportunity, respect and security. We believe Fair Work can boost creativity, realise untapped potential and increase productivity. To find out more click on the link.
Alternative Application Packs can be requested in other formats for example, Large Print, Braille, and Audio. To request an alternative Application Pack please phone 01698 403151.
Easy Read – My NL: The following link contains our Easy Read documents which will help explain the process and what happens during the selection process.
North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy.
We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description.
***PLEASE NOTE WE DO NOT ACCEPT CVS IN PLACE OF THE APPLICATION FORM. TO BE CONSIDERED FOR THIS VACANCY YOU MUST ENSURE AN APPLICATION FORM IS SUBMITTED. ANY CV SUBMISSIONS WILL BE DISREGARDED.***
#J-18808-Ljbffr
Customer Service Representative (2 Posts) (Hybrid) - REQ04775 - 439370 employer: North Lanarkshire Council
Contact Detail:
North Lanarkshire Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative (2 Posts) (Hybrid) - REQ04775 - 439370
✨Tip Number 1
Get to know the company! Research North Lanarkshire Council and their services. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers over the phone, email, and social media, it’s crucial to be clear and confident. Try role-playing common customer scenarios with a friend or family member.
✨Tip Number 3
Show off your flexibility! Highlight any experiences where you've adapted to changes or learned new skills quickly. This is key for a role that evolves with digital communication trends.
✨Tip Number 4
Apply through our website! Make sure you follow the internal application process via MySelf. It’s the best way to ensure your application gets the attention it deserves.
We think you need these skills to ace Customer Service Representative (2 Posts) (Hybrid) - REQ04775 - 439370
Some tips for your application 🫡
Know Your Stuff: Before you start writing, get familiar with the role and the council's services. This will help you tailor your application and show that you're genuinely interested in the position.
Be Clear and Concise: When filling out the application form, make sure your answers are straightforward and to the point. Avoid fluff – we want to see your skills and experience shine through!
Show Off Your Customer Service Skills: Since this role is all about customer service, highlight any relevant experience you have. Share specific examples of how you've handled customer queries or resolved issues in the past.
Apply Through Our Website: Remember, for this internal role, you need to log into your MySelf account to apply. Don’t forget to double-check everything before hitting submit – we’re excited to see your application!
How to prepare for a job interview at North Lanarkshire Council
✨Know Your Council Services
Familiarise yourself with the services offered by North Lanarkshire Council. Even though full training will be provided, having a basic understanding of what the council does will show your enthusiasm and commitment to the role.
✨Practice Your Communication Skills
As a Customer Service Representative, you'll need excellent verbal and written communication skills. Practice answering common customer queries out loud or even role-play with a friend to build your confidence.
✨Showcase Your Customer Care Experience
Be ready to discuss your previous experience in customer service or contact centre environments. Think of specific examples where you handled difficult situations or went above and beyond for a customer.
✨Embrace Flexibility and Teamwork
Highlight your ability to adapt and work well within a team. Prepare examples that demonstrate your flexibility in handling various tasks and your willingness to learn as the service evolves.