At a Glance
- Tasks: Lead and enhance customer services while driving community engagement and strategic improvements.
- Company: West Lothian Council, committed to community development and service excellence.
- Benefits: Permanent position with 36 hours per week and opportunities for professional growth.
- Other info: Join a dynamic team focused on continuous improvement and community support.
- Why this job: Make a real difference in your community while developing your leadership skills.
- Qualifications: Experience in customer service management and strong leadership abilities.
The predicted salary is between 40000 - 50000 £ per year.
Applications for this post will only be accepted from current employees of West Lothian Council (this includes casual and agency staff who are currently undertaking work for us).
Secondment opportunities must be discussed with your current line manager prior to submitting an application for this post.
36 hours per week, 52.14 weeks per year, Permanent.
This is a senior-level opportunity that will allow the successful applicant to develop their leadership experience at a senior management level, gain wider strategic exposure, and play a key role in supporting Customer and Community Services through a period of ongoing improvement and change.
Key priorities of the role include:
- Providing strategic and operational leadership across Customer & Community Services.
- Driving a strong customer-focused culture aligned to corporate and service priorities.
- Leading on service development, performance, complaints, and tenant engagement.
- Supporting major workstreams and contributing to wider HCBS and corporate planning.
- Working closely with senior managers to provide direction, decision-making, and continuity of leadership.
You will:
- Devise and maintain a strategy for customer services in line with best practice and customer needs, utilising processes, systems and publications to best advantage in pursuit of objectives.
- Develop and maintain strategies that enhance customer service delivery, optimise the use and performance of community facilities, and promote financial sustainability through effective income generation exceeding £1 million per annum.
- Lead and manage the staff and physical resources within Customer & Community Service facilities.
- Devise and maintain strategies for building use that will contribute to economic and efficient uses and provide for the maintenance of strategic buildings in excellent condition.
- Support Neighbourhood Managers in staffing buildings in an economic and efficient way.
- Support the programmes of education, sports, social and leisure activities for the benefit of West Lothian residents.
- Exercise initiative within the broad framework of council policy, having autonomy within the parameters of council decisions that have not been formally incorporated in procedures, and to act with discretion in the exercise of authority within the service.
Please refer to the job description for additional information.
Customer and Community Services Manager, West Lothian Civic Centre, 505.46 - INTERNAL APPLICATION... in Livingston employer: West Lothian Council
West Lothian Council is an exceptional employer that prioritises the development of its employees through strategic leadership opportunities and a strong commitment to community service. Working at the West Lothian Civic Centre offers a collaborative work culture, where you can make a meaningful impact on local residents while enjoying a supportive environment that fosters professional growth and innovation. With a focus on customer satisfaction and community engagement, this role provides a unique chance to lead transformative initiatives in a vibrant and dynamic setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer and Community Services Manager, West Lothian Civic Centre, 505.46 - INTERNAL APPLICATION... 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 Customer and Community Services Manager, West Lothian Civic Centre, 505.46 - INTERNAL APPLICATION... 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.
