At a Glance
- Tasks: Be the friendly voice helping residents with repair issues and scheduling appointments.
- Company: Join West Dunbartonshire Council, a top flexible employer focused on work-life balance.
- Benefits: Enjoy 25+ days annual leave, a strong pension scheme, and wellbeing support.
- Other info: Flexible hours available, with training provided for those new to repairs or housing.
- Why this job: Make a real difference in your community while developing valuable customer service skills.
- Qualifications: Customer service experience and strong communication skills are a plus.
The predicted salary is between 23615 - 25674 £ per year.
2 posts - Permanent - 35 hours per week
2 posts - Fixed Term until 29/04/2027 - 17.5 hours per week (the salary will be pro-rata'd to the part-time hours worked).
1 post - Fixed Term until 29/04/2027 - 35 hours per week
We’re looking for enthusiastic, customer‑focused individuals to join our busy Repairs Contact Centre. As the first point of contact for residents reporting repair issues, you’ll play a key role in delivering a high‑quality, responsive service that keeps our homes safe, well maintained and functioning. You’ll handle inbound calls, emails and online requests, diagnosing repair needs, scheduling appointments, and ensuring customers receive clear, accurate information. This is a fast‑paced role where no two days are the same—and your ability to stay calm, organised and solution‑focused will make all the difference.
What You’ll Be Doing:
- Answer incoming calls and queries from residents regarding repair requests.
- Capture accurate information to diagnose problems and arrange the appropriate trade or appointment slot.
- Prioritise emergency, urgent and routine repairs in line with service standards.
- Provide updates to residents on outstanding repairs and follow up with contractors where needed.
- Use internal systems to log repairs, update records and process work orders.
- Deliver excellent customer service with empathy, patience and professionalism.
- Work collaboratively with repairs teams, contractors and colleagues across the organisation.
About You
You’ll thrive in this role if you have:
- Experience in a customer contact centre or frontline customer service environment.
- Strong communication skills with an ability to stay calm under pressure.
- Good problem‑solving skills and attention to detail.
- Confidence using IT systems and learning new software.
- A positive, team‑focused attitude and a genuine commitment to helping customers.
- Experience in repairs, housing or maintenance is helpful but not essential—training will be provided.
The Individual
The successful candidate will benefit from the following:
- WDC was voted one of the top ten flexible employers and prides itself in providing flexible working to support work life balance.
- A minimum of 25 days annual leave, increasing a day each year up to 35 days as well as 8 fixed public holidays each year.
- Access to employee wellbeing supports including occupational health & counselling if ever you need help and support.
Admin Support Assistant (Permanent & Fixed Term) (Full-Time & Part-Time) - WDN06400 employer: West Dunbartonshire Council
West Dunbartonshire Council is an excellent employer, offering a supportive and flexible work environment that prioritises work-life balance. With a strong commitment to employee wellbeing, generous annual leave, and access to the Local Government pension scheme, staff are encouraged to grow and thrive in their roles. Join our dynamic Repairs Contact Centre team, where your contributions directly impact the community and ensure our homes remain safe and well-maintained.
Contact Details:
West Dunbartonshire Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Admin Support Assistant (Permanent & Fixed Term) (Full-Time & Part-Time) - WDN06400
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at West Dunbartonshire 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 West Dunbartonshire 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 Admin Support Assistant (Permanent & Fixed Term) (Full-Time & Part-Time) - WDN06400
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 West Dunbartonshire Council:Your cover letter is your chance to shine! Tell us why you want to work at West Dunbartonshire 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 West Dunbartonshire Council!
How to prepare for a job interview at West Dunbartonshire 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.
