At a Glance
- Tasks: Provide excellent customer service and support across various communication channels.
- Company: Join a friendly team at West Lothian Civic Centre, dedicated to helping the community.
- Benefits: Competitive salary, generous holiday entitlement, and access to exclusive employee discounts.
- Other info: Comprehensive training and growth opportunities within a supportive work environment.
- Why this job: Make a real difference in people's lives while developing valuable skills for your future.
- Qualifications: Experience in customer service, strong communication skills, and a passion for helping others.
The predicted salary is between 28455 - 30596 £ per year.
36 hrs per week, 52.14 weeks per year - Permanent
Working Shift 12:18 – 20:00 Monday to Friday. Public holiday working is essential.
The Customer Service Centre is the main access point for a wide range of council services, operational 24/7 providing confidential advice and support for citizens of West Lothian. Our customer communication channels currently include telephone, email and voicemail. As we move through our digital transformation, communication channels will evolve as will the skillset of our team.
Our team is made up of friendly, empathetic and professional individuals who strive to achieve excellent customer service. We are looking for a dedicated professional with experience in a performance-driven environment and good local knowledge.
Working with us you would be required to:
- Handle customer interactions with enthusiasm, empathy and a willingness to help
- Accurately record all interactions and actions within internal systems, following company processes, regulatory requirements, and GDPR at all times
- Record customer interactions accurately, concisely and factually
- Remain composed under pressure during peak call volumes
- Interact with customers across all communication channels
We Offer:
- Competitive Salary - £28,455.93 - £30,595.75 (Pro Rata)
- Holiday entitlement - 26 days A/L increased to 31 days after 5 years’ service in addition to 7 Public Holidays
- Opportunity for overtime
- Cycle to Work Scheme
- Employee Assistance Programme
- Local Government Pension Scheme
- Credit Union Access
- Exclusive discounts and savings through our employee benefit scheme
- A supportive and accessible workplace
- Access to online training modules
Throughout your employment, you will gain valuable knowledge and skills that many have utilised to develop and progress into roles within other council areas or within the Customer Service Centre itself. You will receive comprehensive training and ongoing support from experienced colleagues and managers who are invested in your growth.
Do you have the ability to work in a fast-paced, evolving environment? Do you aim to provide a positive experience for your customer? Are you fantastic with people; after all, you will be our first point of contact for our customers and play a key role in providing the help, support and empathy needed to achieve the best outcome?
Essential Criteria:
- Professional and Courteous Telephone Manner
- Excellent communication skills both written and verbal
- A passion for customer service
- Ability to use multiple systems at once while speaking with customers
- Previous experience of working in a telephony-based customer service role – demonstrating adaptability and resilience
- Confident and proactive to deal with difficult situations and conversations
- High Level of accuracy and attention to detail
- Confident working independently and as part of a team
- Fluency in English
- Previous Customer Service experience
- Experience with Microsoft applications
Successful Candidates will be invited to complete Customer Service testing, which is an integral part of the interview process. Please note that you are required to be available for full-time training of between 4-6 weeks.
CSC Adviser, West Lothian Civic Centre, 505.48 - WEL10472 employer: West Lothian Council
As a CSC Adviser at West Lothian Civic Centre, you will join a dedicated team committed to delivering exceptional customer service in a supportive and dynamic environment. With competitive salaries, generous holiday entitlements, and opportunities for professional growth through comprehensive training and development, we prioritise employee well-being and career advancement. Our inclusive work culture fosters collaboration and empathy, making it an ideal place for those passionate about helping others while being part of a transformative digital journey.
StudySmarter Expert Advice🤫
We think this is how you could land CSC Adviser, West Lothian Civic Centre, 505.48 - WEL10472
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at West Lothian 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 Lothian 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 CSC Adviser, West Lothian Civic Centre, 505.48 - WEL10472
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 Lothian Council:Your cover letter is your chance to shine! Tell us why you want to work at West Lothian 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 Lothian Council!
How to prepare for a job interview at West Lothian 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.
