At a Glance
- Tasks: Assist customers with inquiries about council services via phone, email, and social media.
- Company: Join North Lanarkshire Council, a leading local authority in Scotland.
- Benefits: Enjoy 27 days annual leave, health benefits, and professional development opportunities.
- Other info: Flexible working options and a commitment to supporting diverse applicants.
- Why this job: Shape customer experiences and develop your skills in a dynamic environment.
- Qualifications: SVQ2/Higher/National 5 or equivalent; customer care experience is a plus.
The predicted salary is between 24081 - 29433 £ per year.
This vacancy is internal and open to applications from employees of North Lanarkshire Council and Associated Employers only. Please log into your MySelf account for further instructions on how to apply as an internal candidate.
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. Our first point of contact for many of our customers 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 enquiries 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.
As part of our commitment to delivering a flexible and resilient service, the Customer Service Hub operates a multi-skilled approach. Successful candidates will receive training across a range of council services and customer contact channels, enabling them to support customers with a variety of enquiries and continuously develop their knowledge and skills.
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: 35 hours per week - Monday to Thursday - 08:45 to 16:45; Friday - 08:45 to 16:15.
North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy. 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.
North Lanarkshire Council has reached its current allocation of Certificates of Sponsorship and, as a result, we are unable to provide visa sponsorship at this time. 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/job description. 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.
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.
Customer Service Representative (2 Posts) - REQ06479 - 482367 employer: North Lanarkshire Council
North Lanarkshire Council is an excellent employer, offering a supportive work environment that prioritises employee wellbeing and development. With benefits such as 27 days of annual leave, flexible working options, and access to a comprehensive learning academy, employees are encouraged to grow and thrive in their roles. The council's commitment to inclusivity and community support makes it a rewarding place to work, especially for those looking to make a meaningful impact in the local education sector.
