Job Description

Contact Centre Advisor (18/360) (Fixed Term)

Dumfries

Band 3 £19,640.25 - £19,977.75

You will be required to work 27 hours per week, 52.14 weeks per year.

This is an exciting opportunity to join our team of advisors in the Council’s Contact Centre based in Militia House Dumfries.

The Council’s Contact Centre is the single point of telephone and email contact for customer enquiries to Dumfries and Galloway Council and cover for internal helpdesk. The support provided by the Contact Centre is designed to deliver a consistent system of triage which has established routes to all council departments. The Contact Centre is a high quality, direct service for the public providing advice, assistance and support in a range of council service enquiries.

We are seeking individuals who are flexible, team players who can remain calm under pressure and will thrive in a fast-paced working environment. You must have experience of dealing with members of the public and will appreciate the confidential and sensitive nature of this post. You’ll also need excellent listening and interpretation skills along with the ability to explain information clearly and above all courteously.

The main responsibilities will be to positively respond to a wide range of enquiries via telephone and email, including dealing with potentially complex internal and external issues. The Council will provide suitable systems, processes and training to support you in this role.

You will be educated to SCQF Level 5 or equivalent and it is essential that you have previous experience in a customer focused call handling and processing and basic IT skills.

This post is considered as Regulated Work with Vulnerable Children and Protected Adults, under the Protection of Vulnerable Groups (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 formal offer of employment being made by Dumfries and Galloway Council.

Applicants who have been resident outside the UK within the last 5 years, if offered a position, in addition to a Disclosure Scotland Check, will be required to provide a completed police record check from the police authority in the country or countries in which they were resident.

This post is fixed term until July 31^st 2027.

This post may be suitable for secondment. Agreement from your line manager must be sought before applying for this post.

The successful candidate will work within a busy office that provides a service across a Monday to Friday 8:45am to 5:15pm days and hours will be discussed at point of interview. There is also a possibility of additional hours during staff sickness and annual leave where necessary.

Requirements

With an exciting benefits package, working for Dumfries and Galloway Council supports you to invest in your own health and wellbeing. Employees have access to our bespoke Vivup platform with over 800 discounts on everyday essentials from top UK retailers, restaurants, utility providers and more. Employees also get access to membership of The Local Government Pension Scheme (Scotland) exclusive discounts from local businesses, a Cycle-to-Work scheme, financial support from My Money Matters, and guidance from our trained Wellbeing Champions.

Here at Dumfries and Galloway Council we are committed to equality, diversity and equal opportunity with our values, which include treating everyone with dignity, fairness and respect, driving us to tackle inequality. We are looking for people that can bring different perspectives and experiences and especially welcome applications from those who are underrepresented in our organisation.

Interviews will be held one week after closing date.

For further information please contact:

Sandra McCaughey, supervisor Sandra.mccaughey@dumgal.gov.uk on 030 33 33 3000 or Liliana McIntyre, supervisor Liliana.mcintyre@dumgal.gov.uk on 030 33 33 3000

2 Part time Call / Contact Centres jobs in Scotland