Customer Service Representative
4 weeks ago
Job Overview
Falkirk Council is dedicated to enhancing the community experience, making it a desirable place for residents and visitors alike.
To achieve this vision, we are looking for individuals who embrace change and exhibit a flexible work ethic. We seek enthusiastic team members to support our mission in the Customer First Contact Centre.
The Contact Centre plays a crucial role in managing and addressing a significant volume of customer inquiries each year. Our services encompass a broad spectrum of Council functions, handling communications via telephone, email, and online platforms. While most services operate from 9am to 5pm, some are available from 8am to 8:30pm. We require collaborative individuals committed to delivering exceptional service at the initial point of contact, addressing both urgent and routine inquiries from the public and internal stakeholders.
Candidates must possess experience in direct public engagement in a similar frontline role.
Demonstrating outstanding communication and customer service skills is essential. Applicants should be numerate, familiar with computerized systems, and capable of processing various inquiries and service requests with a high level of accuracy while ensuring customer confidentiality. Proficiency in the Gaelic language is considered an asset.
A solid understanding of the Council's statutory responsibilities and the procedures related to its various services is necessary. Familiarity with ICT databases pertinent to the services offered by the Contact Centre is also advantageous.
Applicants should hold a minimum qualification of SVQ Level II in Customer Service or possess equivalent experience.
We currently have one temporary position available for a 37-hour workweek. This role supports hybrid working arrangements, allowing for a majority of work to be conducted remotely.
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