Job Description
We are looking for highly motivated and organised individual to work in the Repairs Contact Centre in our Out of Hours Service who has a passion for supporting their community.
You will be able to work effectively to resolve queries from the general public, which can be complex, while maximising citizen satisfaction. You will have the skills to manage and de-escalate situations and will be able to develop relationships with colleagues, both internal and external, to enable the best solution for our Citizens.
With exceptional communication skills, verbal and written, you will be able to organise and prioritise your workload. Although this is a demanding role with changing priorities it is also an extremely rewarding role as you will be delivering the best outcomes for citizens approaching our services for support.
The Out of Hours Controller service also provides an emergency response for West
Dunbartonshire Council tenants/residents and is an integral and essential part of the Council delivery of support to our residents. This part of the role operates out-with the normal office hours of the Repairs Contact Centre and covers evenings, weekends and public holidays.
You will work on a rota basis and be lone working across the times on duty responding as the first point of contact for incoming telephone contact across a wide range of services, in particular, Housing Repairs, Homelessness, Roads and emergencies relating to Council assets from residents, Emergency Services, visitors and colleagues to provide the support our residents need.
Rota/Shift Pattern details are outlined below;
A' Shift
B' Shift
C' Shift
4- 30 p.m. -/- 10- 00.p.m.
10- 00 p.m. -/- 8- 30 a.m.
Rest Day
4- 30 p.m. -/- 10- 00.p.m.
10- 00 p.m. -/- 8- 30 a.m.
Free Day
Rest Day
10- 00 p.m. -/- 8- 30 a.m.
4- 30 p.m. -/- 10- 00 p.m.
Free Day
10- 00 p.m. -/- 8- 30 a.m.
4- 30 p.m. -/- 10- 00 p.m.
10- 00 p.m. -/- 8- 00 a.m.
Day Off
4- 00 p.m. -/- 10- 00 p.m.
8- 00 p.m. -/- 8- 00 a.m.
Free Day
8- 00 a.m. -/- 8- 00 p.m.
8- 00 p.m. -/- 8- 30 a.m.
Rest Day
8- 00 a.m. -/- 8- 00 p.m.
For further information please contact Allan Clark, Team Leader Customer Services
Email: Allan.Clark@west-dunbarton.gov.uk
The Individual
WDC was voted one of the top ten flexible employers and prides itself in providing flexible working to support work life balance. In addition to this there are also additional benefits:
• Access to the Local Government pension scheme (LGPS) with an employer’s contribution of at least 19.3% and all associated benefits
• A minimum of 25 days annual leave, increasing a day each year up to 35 days as well as 8 fixed public holidays each year
• Access to employee wellbeing supports including occupational health & counselling if ever you need help and support
Now that you have read the role and what we have to offer, we would love to hear from you. Please use the application to tell us your experience, and why you are the candidate for this role.
For information about West Dunbartonshire Council please click on the following link and see why we are an employer of choice:
More information on the benefits of working within West Dunbartonshire Council, can be found using the following link:
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .