Customer Service Officer, Almondbank Centre, 505.72 - WEL10497

Advert 23 hrs per week, 52 weeks per year - Fixed Term until 31 Oct 2026. Please note, that although a base building has been given, the post holder will be required to work from other buildings within the neighbourhood or wider West Lothian.

Customer and Community Services are looking to recruit a Customer Service Officer. This is a public facing role which involves communicating with customers face to face, on the phone or by email. The post holder will work as a member of a customer focused team and will be responsible for delivering a range of tasks with a focus on library work. These tasks can include:

• Carry out a wide range of tasks within our libraries including processing and shelving book stock, data and information management, creating displays.
• Plan, promote and host reading initiatives and customer events (e.g. Bookbug, author visits).
• Build and maintain links and relationships with community groups, schools and organisations.
• Provide basic IT support to customers.
• Reception duties.
• Make referrals on behalf of customers to other services and organisations.
• Manage room booking enquiries/applications and ensure spaces are ready for occupation – this may include carrying out room set ups.
• Using a variety of IT systems and devices.
• Answering questions and providing advice and information on a range of customer enquiries.
• Handling calls/voicemails to the Customer Information Service Appointment Line.

We require someone with excellent communication and listening skills, who is friendly, diligent, pays attention to detail and is solutions focussed. You will work with minimum supervision so you should be self-motivated and reliable and have the ability to prioritise tasks and forward plan. You will be expected to take a lead role in organising and prioritising the day to day work within the area you are working in.

You will be required to demonstrate that you can work within a busy and changing environment, remain calm under pressure and that you can respond to the needs of customers and colleagues in a helpful and proactive way. You should have a willingness to develop your skills and knowledge to ensure our service evolves to meet the needs of our customers and partners. Most of all, you should enjoy working with people and with the public.

Once fully trained and briefed, you will be required to work alone for some of the time. There is an element of manual handling in this role (e.g. moving book shelves, moving crates/boxes). This role requires the successful applicant to have a children’s PVG check. (This can be arranged post interview). This role may require you to work up to 8pm once a week or on a Saturday. If applicable, pay enhancements will be explained should you be invited to attend an interview.

This post is considered Regulated Work with Vulnerable Children and/or Protected Adults, under the Protection of Vulnerable Groups (Scotland) Act 2007. Preferred candidates will be required to join the PVG Scheme or undergo a PVG Scheme update check prior to a formal offer of employment being made by West Lothian Council. Previous applicants need not apply.