Job description

About

Job Advert

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.

This post is based within the Broxburn / Linlithgow Neighbourhood.

Please note, that although a base building has been given, post holders may be required to work from other buildings within the neighbourhood.

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 and will be responsible for delivering a range of tasks and services in our Customer Information Service, Libraries, Community Centres and Partnership Centres. These tasks include:

• Providing advice and information on a range of general and complex customer enquiries (eg council tax, housing and homelessness, waste management, concessionary travel applications, issue and receive council forms/paperwork)


• Make referrals on behalf of customers to internal and partner services and organisations


• Carry out a wide range of tasks within our libraries including processing and shelving book stock, data and information management, creating displays.


• Plan, promote and host reading initiatives and customer events (eg Bookbug, author visits)


• Build and maintain links and relationships with community groups, schools and organisations


• Provide basic IT support to customers


• Reception duties


• Manage room booking enquiries/applications and ensure spaces are ready for occupation – this may include carrying out room set ups


• 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.

Requirements

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

You will assist in meeting and exceeding customer expectations, working and supporting the local community within legislation and adhering to West Lothian Council policies and procedures.

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

You will be supplied with, and required to wear, a uniform when on shift.

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 8pm once a week or on a Saturday. If applicable, pay enhancements will be explained should you be invited to attend an interview.

This post is considered Regulated Work with children and/or protected adults under the Protection of Vulnerable Groups (PVG) Scotland Act 2007. From 28 February 2011 preferred candidates will be required to join the PVG Scheme or undergo a PVG Scheme update check prior to a formal offer of employment being made by West Lothian Council.

Please refer to the job description for additional information.

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.