Customer Service Representative - REQ02345 - 378513

NLC 5 (£24,628 - £26,082) Pro Rata

North Lanarkshire Council, as one of Scotland’s largest local authorities, is committed to creating prosperity and making North Lanarkshire a great place to live, learn, work, invest and visit.

Our first point of contact for many of our customer is the Customer Service Hub in which we have a vacancy for a Customer Service Representative.

The role involves responding to a wide range of enquires in relation to council services so knowledge of council services is desirable but not essential as full training will be given. Enquiries are mainly received by telephone but will include email and social media enquiries. Our customers are being supported to move towards digital communication channels so this is an exciting time to join our team and shape our customer experience. 

To provide the highest level of customer service, you should have experience of working in a busy, customer focused or contact centre environment. You should have excellent verbal and written communication and IT skills. You will have excellent customer care and call handling skills, with the ability to take ownership for the decisions you make and work effectively as part of a team. You should demonstrate a flexible approach to work, an ability to prioritise tasks and a willingness to learn and evolve with the service as it develops. 

An SVQ2/Higher/National 5 or equivalent level qualification is essential. A customer care qualification is desirable.

Temporary until 31/03/25

Working pattern:

Monday to Tuesday - 08:45 to 16:45

Wednesday - 08:45 to 12:15

Friday - 08:45 to 16:15

Working here at North Lanarkshire Council

If you’re considering a career with us, you’ll be keen to know what’s in it for you. We have a great package of benefits available, from health and wellbeing to finances and family. This includes 27 days annual leave and 6 public holidays*, and a wide range of benefits available to you, find out more at work well NL. We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career.

For more information on local authority careers visit the myjobscotland career hub

North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy.

Click here to see our Recruitment Charter.

*For all casual/sessional roles, you will receive 12.1% of your hourly rate for every hour worked in total recompense for annual leave, including public holidays. These rates will be indicated separately on your payslip. You will only be paid for the hours that you work. 

We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description. 

We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description. 

North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification/job description. This is one way North Lanarkshire is demonstrating our commitment to supporting Care-Experienced People. 

The Plan for North Lanarkshire is to be the place to live, learn, work, invest and visit. The Council recognises that work is an important part of adult life and is critical to our wellbeing and shaping how we live. The Fair Work Convention’s Framework defines Fair Work as work that offers effective voice, fulfilment, opportunity, respect and security. We believe Fair Work can boost creativity, realise untapped potential and increase productivity. To find out more click on the link. 

Alternative Application Packs can be requested in other formats for example, Large Print, Braille, and Audio. To request an alternative Application Pack please phone .

The following link contains our Easy Read documents which will help explain the process and what happens during the selection process: Easy Read – My NL 

***PLEASE NOTE WE DO NOT ACCEPT CVS IN PLACE OF THE APPLICATION FORM. TO BE CONSIDERED FOR THIS VACANCY YOU MUST ENSURE AN APPLICATION FORM IS SUBMITTED. ANY CV SUBMISSIONS WILL BE DISREGARDED.***