28 hours per week, 52.14 weeks per year, + 14% Shift Allowance, Permanent Part time permanent position within West Lothian Council s Contact Centre. Working a 4 on 4 off rolling shift pattern hours between 08:00-22:30 hours (08:00-16:30/14:00-22:30) shift allowance payable. Public Holiday working is essential. The Customer Service Centre is the main access point for a wide range of council services, we are operational 24/7 providing confidential advice and support for citizens of West Lothian. Our customer communication channels currently include telephone, email and voicemail. As we excitedly move through our digital transformation communication channels will evolve as will the skillset of our team. Our team is made up of a group of friendly, empathetic and professional individuals who strive to achieve excellent customer service. We are looking for a dedicated professional, who has experience in working within a performance driven environment along with good local knowledge to join us. Handle customer interactions with enthusiasm, empathy and have a willingness to help Accurately record all interactions and actions within internal systems, follow company processes, regulatory requirements, and GDPR at all times Competitive Salary - (Pro Rata) Holiday entitlement - 26 days A/L increased to 31 days after 5 years service in addition to 7 Public Holidays Opportunity for overtime Cycle to Work Scheme Employee Assistance Programme Local Government Pension Scheme Exclusive discounts and savings through our employee benefit scheme Access to online training modules Throughout your employment you will gain valuable knowledge and skills that many have utilised to develop and progress into roles within other council areas or within the Customer Service Centre itself. You will receive comprehensive training and ongoing support from experienced colleagues and managers who are invested in your growth. after all you will be our first point of contact for our customers and play a key role in providing the help, support and empathy needed to achieve the best outcome? Professional and Courteous Telephone Manner A passion for customer service Previous experience of working in a telephony-based customer service role demonstrating adaptability and resilience. Fluency in English Previous Customer Service experience Experience with Microsoft applications Successful Candidates will be invited to complete Customer Service testing, which is an integral part of the interview process. Please note that you are required to be available for full time training of between 4-6 weeks.