At a Glance
- Tasks: Engage with customers, manage library tasks, and organise community events.
- Company: The Dave King Partnership Centre, committed to community service.
- Benefits: Flexible hours, diverse work environment, and opportunities for skill development.
- Other info: Join a diverse team and enjoy a supportive workplace culture.
- Why this job: Make a difference in your community while gaining valuable experience.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 13 - 16 £ per hour.
16 hours per week, 52.14 weeks per year, Fixed Term until 31 October 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.
- Providing advice and information on a range of customer enquiries.
We require someone with excellent communication and listening skills, who is friendly, diligent, pays attention to detail and is solutions focused. 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 may, on occasion, be required to work alone. There is an element of manual handling in this role (e.g. moving book shelves, setting up community centre spaces/rooms for use by the public, moving crates/boxes). 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.
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.
Please refer to the job description for further information about the role.
Customer Service Officer, The Dave King Partnership Centre, 502.12 - WEL10145 employer: West Lothian Council
The Dave King Partnership Centre is an excellent employer that prioritises community engagement and employee development. With a strong focus on customer service, our work culture fosters collaboration and inclusivity, providing opportunities for staff to grow their skills while making a meaningful impact in the lives of local residents. Located in West Lothian, we offer a supportive environment where employees can thrive, participate in diverse initiatives, and contribute to a vibrant community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Officer, The Dave King Partnership Centre, 502.12 - WEL10145
✨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 Customer Service Officer, The Dave King Partnership Centre, 502.12 - WEL10145
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.
