Job Advert
We’re looking for a proactive and customer‑focused Customer Service Team Officer to join our Communities, Innovation & Housing Service.
This role supports the Customer Services Team Leader in handling complaints, enquiries and statutory information requests, ensuring high standards of customer service and compliance with legislation.
What you’ll do
* Log, manage and coordinate complaints, enquiries and information requests
* Gather and collate information from services to support accurate responses
* Draft and edit responses to complex complaints and FOI/EIR/Data Protection requests
* Support performance reporting and continuous improvement activity
* Help maintain clear, up‑to‑date customer information and guidance
* Deliver a professional, empathetic service, including contact with distressed customers
What we’re looking for
* Strong written and verbal communication skills
* Experience in customer service and office‑based administration
* Ability to manage competing priorities and work to deadlines
* Knowledge of (or ability to learn) relevant legislation, including data protection
* Confident IT skills, including Microsoft Office
* A team player with good judgement and attention to detail
SVQ Level 3 / HNC or equivalent experience is desirable.
Why join Falkirk Council?
* Flexible and mobile working
* Supportive team environment
* Opportunities to develop your skills and experience
* A chance to make a real difference to local communities
Applicants must demonstrate behaviours aligned with Falkirk Council’s values: Responsive, Innovative, Trusted and Ambitious .