Overview
INTERNAL APPLICANTS MUST APPLY VIA MYSELF
NLC5 £26,991 - £28,665 (Pro Rata)
North Lanarkshire Council, as one of Scotland’s largest local authorities, is committed to creating prosperity and making North Lanarkshire a great place to live, learn, work, invest and visit.
Our first point of contact for many of our customers is the Customer Service Hub in which we have a vacancy for a Customer Service Representative.
The role involves responding to a wide range of enquiries in relation to council services, so knowledge of council services is desirable but not essential as full training will be given. Enquiries are mainly received by telephone but will include email and social media enquiries. Our customers are being supported to move towards digital communication channels, so this is an exciting time to join our team and shape our customer experience.
To provide the highest level of customer service, you should have experience of working in a busy, customer focused or contact centre environment. You should have excellent verbal and written communication and IT skills. You will have excellent customer care and call handling skills, with the ability to take ownership for the decisions you make and work effectively as part of a team. You should demonstrate a flexible approach to work, an ability to prioritise tasks and a willingness to learn and evolve with the service as it develops.
An SVQ2/Higher/National 5 or equivalent level qualification is essential. A customer care qualification is desirable.
Responsibilities
* Respond to a wide range of enquiries relating to council services by telephone, email and social media.
* Support customers as they move towards digital communication channels.
* Provide high level customer service in a busy, customer-focused environment.
* Take ownership for decisions and work effectively as part of a team.
* Demonstrate flexibility, prioritise tasks, and learn and evolve with the service.
Work Patterns
* Post 1 (Permanent) (17.5 hours)
o Monday & Tuesday 8.45am to 4.45pm and Wednesday 8.45am to 12.15pm
* Post 2 (Permanent) (17.5 hours)
o Wednesday 12.45pm to 4.45pm, Thursday 8.45am to 4.45pm and Friday 8.45 to 4.15pm
* Posts 3 to 5 are temporary for a period of 6 to 9 months for maternity leave cover
* Post 3 (Temporary) (17.5 hours)
o Monday, Tuesday 8.45am to 4.45pm and Wednesday 8.45am – 12.15pm
* Post 4 (Temporary) (17.5 hours)
o Wednesday 12.45- 4.45pm, Thursday 8.45am to 4.45pm and Friday 8.45am to 4.15pm
* Post 5 (Temporary) (13.5 hours)
o Thursday 8.45am to 4.45pm and Friday 8.45 to 4.15pm
Benefits and Working at North Lanarkshire Council
* 27 days annual leave and 6 public holidays*
* A wide range of benefits including health and wellbeing, finances and family
* Full learning and development through LearnNL to help you reach your potential
* Flexible working opportunities and Smarter Working Policy
* Easy access to local authority career information via myjobscotland
For more information on local authority careers visit the myjobscotland career hub.
North Lanarkshire Council is a Disability Confident Leader and offers a guaranteed interview to applicants who consider themselves disabled, provided they meet the essential criteria.
We have adopted the Armed Forces Community Covenant and offer a guaranteed interview for service leavers, spouses, reservists and veterans, provided they meet the essential criteria.
North Lanarkshire Council is committed to #KeepingThePromise for care-experienced people, including a guaranteed interview as long as the essential criteria are met.
The Plan for North Lanarkshire promotes Fair Work principles; more information is available via the provided link.
Alternative Application Packs can be requested in other formats (e.g., Large Print, Braille, Audio). To request, please phone 01698 403151.
Easy Read documents to explain the process and selection steps are available: Easy Read – My NL.
PLEASE NOTE WE DO NOT ACCEPT CVS IN PLACE OF THE APPLICATION FORM. TO BE CONSIDERED FOR THIS VACANCY YOU MUST ENSURE AN APPLICATION FORM IS SUBMITTED. ANY CV SUBMISSIONS WILL BE DISREGARDED.
The following statements show our commitment to equality and inclusion: Disability Confident Leader, Armed Forces Covenant, care-experienced guaranteed interview, and flexible working opportunities.
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