At a Glance
- Tasks: Provide emergency response and support to citizens through various communication channels.
- Company: Join a dedicated team at West Lothian Civic Centre, committed to excellent customer service.
- Benefits: Permanent position with competitive salary, shift allowance, and flexible working hours.
- Other info: Diverse workplace welcoming applicants from all backgrounds.
- Why this job: Make a real difference in the community by supporting vulnerable citizens.
- Qualifications: Experience in customer service and ability to work shifts, including nights.
The predicted salary is between 30680 - 32907 £ per year.
28 hours per week, 52.14 weeks per year, Permanent, 17.5% Shift Allowance.
Please note that interviews for successful applicants are expected to take place on Wednesday 26th August 2026.
We currently have an opening for a permanent team member within our Careline team, working 3 days on 3 days off on a rotating shift pattern which includes weekends and public holiday working – salary is pro-rata for 28 hours per week and shift allowance is payable.
- Dayshift 07:00-15:30
- Backshift 15:00-23:30
- Nightshift 23:00-07:30
About the role:
The Customer Service Centre is the main access point for a wide range of council services; we are 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 excitedly move through our digital transformation, communication channels will evolve as will the skillset of our team.
West Lothian Careline operates within the Customer Service Centre, providing an emergency response to our telecare service users and Lone Worker response as well as:
- Residents/Family of residents - either through the monitoring equipment or by telephone, ranging from general information to emergency calls for assistance.
- Internal and External Contractors
- Police and Emergency Services - emergency calls, safety checks originated by the adviser.
The correct candidate can use their initiative and make decisions with the minimum of delay. Guidelines and procedures are in place; however, an adviser will be expected to be familiar with these but will not have time to refer to them in the normal course of events. They must be able to ensure that any potential or actual threat to customer’s safety is dealt with in a confident and supportive manner.
Are you passionate about delivering high standards of work and taking pride in your achievements? Do you have an interest in supporting vulnerable citizens? Our Customer Service team is made up of a group of friendly, empathetic and professional individuals who strive to achieve excellent customer service.
We are looking for a dedicated professional, who has experience in working within a performance driven environment along with good local knowledge to join us. Working with us you would be required to:
- Handle customer interactions with enthusiasm, empathy and have a willingness to help.
- Accurately record all interactions and actions within internal systems, follow 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.
- Work between multiple channels of communication.
This is a dual role position working between emergency response and routine enquiries submitted to the Customer Service Centre. 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.
We are looking for a dedicated professional, who has experience of shift work including wakened night shifts. 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.
Requirements:
Successful Candidates from application will be invited to complete Customer Service testing on the day and prior to interview. Please note that this is part of our interview process. If you are shortlisted for your application, you will receive information via the email address you have supplied.
Careline Adviser, West Lothian Civic Centre, 506.71 - WEL10594 in Livingston employer: West Lothian Council
West Lothian Council is an excellent employer, offering a collaborative and supportive work environment where employees can thrive while contributing to vital public services. With a strong focus on compliance and governance, the role of Business Support Officer provides opportunities for professional growth and development within the public sector, ensuring that staff are equipped with the skills and knowledge necessary to excel in their roles. The Council's commitment to high standards of information governance and employee engagement makes it a rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Careline Adviser, West Lothian Civic Centre, 506.71 - WEL10594 in Livingston
✨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 Careline Adviser, West Lothian Civic Centre, 506.71 - WEL10594 in Livingston
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.
