Job Description

Advert

18 hrs per week, Fixed Term until 31 March 2025

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

Please note, that although a base building has been given, post holders will be required to work from other buildings within the neighbourhood and/or West Lothian.

Customer and Community Services are looking to recruit a Customer Service Officer. This is a public facing role which involves communicating with customers face to face, on the phone or by email.

The post holder will work as a member of a customer focussed team who are responsible for delivering a range of tasks and services in our Customer Information Service, Libraries, Community Centres and Partnership Centres.

However, this post will require the postholder to primarily work in the Customer Information Service area of our business which involves:

• Providing customers with advice and information on a range of general and complex topics relating to council business (eg council tax, housing and homelessness, waste management, concessionary travel applications, issue and receive council forms/paperwork)
• Staffing the CIS Appointment Phoneline and making appointments for customers to visit the service
• Make referrals on behalf of customers to internal and partner services and organisations
• Build and maintain links and relationships with partner organisations and services
• Promote initiatives and services which may be of benefit to customers
• Input information and data to various IT systems/databases (such as CRM).
• Carry out a wide range of tasks within our libraries including processing and shelving book stock, data and information management, creating displays.
• Support and encourage customers to self-serve and access online services/forms
• Plan, promote and host reading initiatives and customer events (eg Bookbug, author visits)
• Reception duties
• Manage room booking enquiries/applications and ensure spaces are ready for occupation
• Using a variety of IT systems and devices

We require someone with excellent communication and listening skills, who is friendly, diligent, pays attention to detail and is solutions focussed. You will work with minimum supervision so you should be self-motivated and reliable and have the ability to prioritise tasks and forward plan.

You will be expected to take a lead role in organising and prioritising the day to day work within the area you are working in.

You will be required to demonstrate that you can work within a busy and changing environment, remain calm under pressure and that you can respond to the needs of customers and colleagues in a helpful and proactive way.

You should have a willingness to develop your skills and knowledge to ensure our service evolves to meet the needs of our customers and partners.

Most of all, you should enjoy working with people and with the public.

Once fully trained and briefed, you may, on occasion, be required to work alone.

There is an element of manual handling in this role (eg moving book shelves, setting up community centre spaces/rooms for use by the public, moving crates/boxes).

This role may require you to work up 7pm once a week and/or on a Saturday (10am - 1pm). If applicable, pay enhancements will be explained should you be invited to attend an interview. Such shifts relate to library work and will only be occasional.

Advert

(Information for Internal Staff - Secondment opportunities must be discussed with your current line manager prior to submitting an application for this post).

West Lothian Council