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- Tasks: Join us as a Careline Advisor, handling emergency calls and providing vital support.
- Company: Be part of West Lothian Council, dedicated to serving the community with care and professionalism.
- Benefits: Enjoy flexible shifts, a supportive team environment, and opportunities for personal growth.
- Why this job: Make a real impact by helping others while developing your customer service skills in a dynamic setting.
- Qualifications: No specific qualifications required, just a passion for helping people and strong communication skills.
- Other info: Fixed term until September 2026, with a rolling shift pattern and a focus on diversity and inclusion.
The predicted salary is between 20000 - 28000 £ per year.
Job Description
28 hours per week, 52.14 weeks per year, 17.5 % Shift Allowance Fixed term until 30th September 2026
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Interviews will be held W/C 18th August 2025
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We are keen to employ a diverse workforce that reflects the people of Scotland. We welcome applications from all backgrounds and particularly from groups currently under-represented, including people with disabilities, those from minority ethnic communities or from socio-economically disadvantaged backgrounds
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28 hours per week 3 days on 3 days off on a rolling shift pattern covering 3 shift patterns, weekends and public holiday working – salary is pro-rata to 28 hours and shift allowance is payable.
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Dayshift 07:00-15:30
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Backshift 15:00-23:30
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Nightshift 23:00-07:30
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About the role
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We are looking for a dedicated professional, who has experience in working a structured rolling shift pattern covering a 24-hour service.
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- Working shift patterns covering 365 days a year answering emergency, lone worker and West Lothian Council corporate calls with colleagues in the Customer Service Centre, ensuring accurate call closures and concise reporting.
- Updating client information on to the computer system ensuring details are maintained and up to date.
- Excellent verbal communication skills.
- Be able to use a range of IT software packages with the ability to analyse information and input data accurately and concisely.
- Be able to assess and act quickly ensuring the safety of the customer
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You are expected to remain calm, sympathetic and supportive while dealing with both routine and emergency situations. Passionate about delivering high standards of work and taking pride in your achievements.
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Therefore, we are looking for outgoing, confident, hardworking and reliable person who want to succeed in customer services. The team are responsible for providing confidential advice to customers, provide a wide range of council and community information to help customer’s access services, resolve enquiries, request services and deal with any complaints received.
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You must be customer focused, target driven and enjoy working in a challenging but rewarding environment. Contact Centre experience dealing with customers via telephone, email and social media would be great.
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Successful Candidates from application will be invited to complete Customer Service testing, this is carried out on-line using a laptop or PC only. Please note that this is part of our interview process.
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Successful candidates will be invited to an information evening on the 11/08/25 at 17:30, this is no part of the interview process.
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If you are shortlisted from your application you will receive information via the email address you have supplied.
Careline Advisor, West Lothian Civic Centre, 494.50 - WEL09376 employer: West Lothian Council
Contact Detail:
West Lothian Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Careline Advisor, West Lothian Civic Centre, 494.50 - WEL09376
✨Tip Number 1
Familiarise yourself with the specific shift patterns mentioned in the job description. Being able to discuss your experience with structured rolling shifts during the interview will show that you understand the demands of the role.
✨Tip Number 2
Brush up on your customer service skills, especially in handling emergency situations. Prepare examples from your past experiences where you successfully managed challenging customer interactions, as this will demonstrate your capability to remain calm and supportive.
✨Tip Number 3
Since the role involves using various IT software packages, make sure you're comfortable with data entry and information analysis. You might want to practice using common software tools to ensure you can input data accurately and efficiently.
✨Tip Number 4
Prepare for the Customer Service testing that is part of the interview process. Familiarise yourself with online testing formats and practice typical customer service scenarios to boost your confidence and performance.
We think you need these skills to ace Careline Advisor, West Lothian Civic Centre, 494.50 - WEL09376
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Careline Advisor. Highlight your relevant experience in customer service and working in a structured shift pattern.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job. Emphasise your verbal communication skills, IT proficiency, and any previous contact centre experience.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle both routine and emergency situations. Mention your commitment to maintaining high standards and your ability to work under pressure.
Prepare for Online Testing: Since successful candidates will undergo Customer Service testing online, ensure you have access to a laptop or PC. Familiarise yourself with common customer service scenarios and practice responding to them effectively.
How to prepare for a job interview at West Lothian Council
✨Understand the Shift Patterns
Familiarise yourself with the rolling shift patterns mentioned in the job description. Be prepared to discuss your experience with similar schedules and how you manage working nights, weekends, and public holidays.
✨Demonstrate Communication Skills
Since excellent verbal communication is crucial for this role, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated in previous customer service roles, especially in high-pressure situations.
✨Showcase IT Proficiency
Be ready to discuss your experience with various IT software packages. Highlight any specific tools you've used for data entry or customer management, and be prepared to demonstrate your ability to analyse and input information accurately.
✨Emphasise Customer Focus
Prepare to share examples of how you've gone above and beyond for customers in past roles. This position requires a strong customer focus, so think about times when you've successfully resolved complaints or provided exceptional service.