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 flexible working options.
- Other info: Great career growth opportunities and commitment to supporting diverse applicants.
- 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.
The predicted salary is between 26991 - 28665 £ per year.
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.
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: Saturday and Sunday - alternate dayshift and backshift. Week 1 - Dayshift 8am - 5pm. Week 2 - Backshift - 3pm - 00:00.
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. 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 are happy to talk flexible working; we operate a Smarter Working Policy. 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 (3 Posts) (Part Time) - REQ06077 - 474768 employer: North Lanarkshire Council
North Lanarkshire Council is an excellent employer that prioritises the wellbeing and development of its staff, offering a comprehensive benefits package including 27 days of annual leave, flexible working options, and extensive learning opportunities through LearnNL. As part of one of Scotland's largest local authorities, employees can expect a supportive work culture that values diversity and inclusivity, making it an ideal place for those seeking meaningful and rewarding employment in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative (3 Posts) (Part Time) - REQ06077 - 474768
✨Tip Number 1
Get to know the company! Research North Lanarkshire Council and their services. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, try role-playing common customer service scenarios with a friend or family member to boost your confidence.
✨Tip Number 3
Be ready to showcase your flexibility! The job requires a willingness to adapt, so think of examples from your past experiences where you've successfully handled changes or challenges.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re tech-savvy and ready for the digital communication shift in customer service.
We think you need these skills to ace Customer Service Representative (3 Posts) (Part Time) - REQ06077 - 474768
Some tips for your application 🫡
Know the Role:Before you start your application, take a good look at the job description. Understanding what we're looking for in a Customer Service Representative will help you tailor your application to highlight your relevant skills and experiences.
Be Clear and Concise:When filling out the application form, make sure your answers are clear and to the point. We appreciate straightforward communication, so avoid fluff and get straight to how your experience aligns with the role.
Show Your Customer Service Skills:Since this role is all about customer service, don’t forget to showcase your experience in busy, customer-focused environments. Share specific examples of how you've handled enquiries or resolved issues to demonstrate your skills.
Apply Through Our Website:Remember, we only accept applications through our website, so make sure you submit your application there. It’s the best way to ensure it gets seen by the right people, and we can’t wait to hear from you!
How to prepare for a job interview at North Lanarkshire Council
✨Know Your Customer Service Basics
Brush up on the fundamentals of customer service, especially in a council context. Familiarise yourself with common council services and how they operate, even if training will be provided. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Communication Skills
Since excellent verbal and written communication is key for this role, practice articulating your thoughts clearly. Prepare examples from your past experiences where you effectively handled customer inquiries or resolved issues, as this will demonstrate your ability to communicate well under pressure.
✨Demonstrate Flexibility and Teamwork
Be ready to discuss how you've adapted to changing situations in previous jobs. Highlight your experience working in busy environments and your ability to collaborate with team members. This will show that you can thrive in a dynamic setting like the Customer Service Hub.
✨Prepare for Digital Communication Questions
As the council is moving towards digital channels, think about your experience with social media and email communication. Be prepared to discuss how you would handle customer queries through these platforms, showcasing your adaptability and willingness to learn new tools.
