Interviews will be held week commencing 12th May 2025.
Are you looking to join a team of professional, customer-focused & caring people who are the first point of contact for residents and visitors to Stirling? We are looking for a proactive, Customer-focused Customer Service Advisor to work within our 24/7 team who will put the customer at the heart of everything they do.
About the Role
This is a permanent role, working an average of 20 hours per week with no fixed work pattern.
As a 24/7 Advisor, you will deliver a first point of contact service to a variety of customers who wish to access the Council's emergency services including housing, roads, and land services, ensuring services are delivered within set policies and procedures. You will deliver a telecare call handling service handling life-critical calls from vulnerable service users across Stirling and Clackmannanshire.
This is a flexible role to cover annual leave and sickness. As such, you will have a fixed salary every month; however, you will have no fixed work pattern and will be required to cover shifts 24/7, 365 days of the year where required, often at short notice.
Key Responsibilities
* Handle customer calls in relation to all council services.
* Handle life-critical Telecare calls from vulnerable service users.
* Input data and create service requests using a variety of ICT systems.
* Work within set policies and processes to ensure customer enquiries are handled consistently whilst supporting service areas.
* Provide advice and reassurance to customers in relation to all council services.
About You
We are looking for someone with:
* A dedication to providing excellent customer service.
* An ability to deal with difficult situations in a supportive and caring manner.
* A willingness to go the extra mile for your customer.
* Excellent organisational skills.
* Excellent written and verbal communication skills.
* Experience with Microsoft Office applications.
* A passion for working as part of a dedicated team.
If you would like to have an informal discussion about this role please contact Lynne Watson at 01786 233925 or by email at watsonl@stirling.gov.uk.
If you’ve got the right skills for the job, we want to hear from you. We encourage applications from the right candidates regardless of age (restrictions apply to Modern Apprenticeships), disability, gender identity, sexual orientation, religion, belief, or race.
Benefits:
* 30 days annual leave plus 7 public holidays (rising to 35 after 5 years continuous service).
* Biennial incremental progression until the top of your payscale is reached.
* Up to 6 months full sick pay and 6 months half pay dependent on length of service.
* Up to 4 weeks paid Paternity Leave.
* Access to Health & Wellbeing support.
* Ongoing opportunities for Learning & Development.
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