INTERNAL APPLICANTS MUST APPLY VIA MYSELF
NLC5 £25, - £27, + 15% enhancement for non-core hours
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.
We are currently recruiting for our Out-of-Hours Emergency Housing & Property Repairs service. This post is currently hybrid working.
The role involves responding to a wide range of enquires, including diagnosing and escalating emergency repairs, as well prioritising enquiries particularly during emergency incidents. Knowledge of council services is desirable but not essential as full training will be given. Enquiries are mainly received by telephone, however will also include email and social media and whether it’s plumbing, heating, electrics, drainage, roofing, fencing or locks, which need our attention, we strive to offer the best possible service.
To provide the highest level of customer service, we seek to recruit staff with experience of working in a busy, customer focused or contact centre environment. Ideally you will have experience of Housing and/or Corporate Property Repairs, however comprehensive training will also be provided. You should have excellent verbal and written communication and IT skills, including using multiple front-line systems. 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. Although fixed shifts apply to posts, there will be a need for flexibility between the shift patterns.
An SVQ2/Higher/National 5 or equivalent level qualification is essential. A Customer Care Qualification is desirable.
Hours of Work – 35 hour post, 5 days over 7 including dayshift, backshift and nightshift.
Sample rota
Week 1 – Monday Friday 16:00 – 00:00
Week 2 – Monday, Wednesday, Thursday 16:00 – 00:00, Saturday & Sunday 08:00 – 16:00
Week 3 – Monday – Friday 16:00 – 00:00
Week 4 – Tuesday, Wednesday, Friday, Saturday & Sunday 16:00 – 00:00
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.