You will be required to work 12 hours per week, 52.14 weeks per year.
This is an exciting opportunity to join our team of advisors in the Council’s Contact Centre based in Dumfries.
The Council’s Contact Centre is the single point of telephone and email contact for customer enquiries to Dumfries and Galloway Council and covers the internal helpdesk. It provides a consistent triage system with established routes to all council departments. The Contact Centre offers high-quality, direct service for the public, providing advice, assistance, and support across various council services.
We seek individuals who are flexible, team players, able to remain calm under pressure, and thrive in a fast-paced environment. You must have experience dealing with the public and understand the confidential and sensitive nature of this role. Excellent listening, interpretation, and clear, courteous communication skills are essential.
Main responsibilities include responding positively to a wide range of enquiries via telephone and email, including handling complex internal and external issues. The Council will provide systems, processes, and training to support you in this role.
Applicants should be educated to SCQF Level 5 or equivalent and have previous experience in customer-focused call handling and basic IT skills.
Requirements
This position is considered Regulated Work with Vulnerable Children and Protected Adults under the Protection of Vulnerable Groups (Scotland) Act 2007. Preferred candidates will need to join the PVG Scheme or undergo a PVG scheme update check before a formal offer is made.
If you have been resident outside the UK within the last 5 years, you will need to provide a police record check from the relevant authorities in the country or countries of residence, in addition to a Disclosure Scotland Check.
The successful candidate will work two days per week in a busy office serving Monday to Friday, 8:45 am to 5:15 pm, with potential for additional hours during staff sickness or leave.
We offer an attractive benefits package, including access to discounts through our Vivup platform, membership of The Local Government Pension Scheme (Scotland), a Cycle-to-Work scheme, financial support from My Money Matters, and guidance from Wellbeing Champions.
We are committed to equality, diversity, and inclusion, valuing dignity, fairness, and respect. We especially welcome applications from underrepresented groups.
This is a fixed-term position for up to 1 year and may be suitable for secondment, subject to approval from your line manager.
Interviews will be held one week after the closing date.
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