Customer First Adviser - FLK14477

Job Advert

It is the aim of the Council to make Falkirk the place that people want to live, work and visit! To “Make This Happen”, we are seeking people who have a positive attitude to change and a flexible approach to work. We want dynamic people to help us maintain service delivery to our community within the Customer First Contact Centre.

Our Contact Centre is responsible for responding to and processing over 500k customer calls and enquiries a year. We cover a wide range of Council services, taking over the phone, email, and online enquiries. Most of our services are open 9am to 5pm, with some additional services available from 8am to 8:30pm.

We need team players who aim to provide a first-class service at first point of contact, dealing with emergency and general enquiries from both the public and our internal customers.

It is essential that you have experience in dealing directly with the public in a similar front line capacity. You must be able to demonstrate excellent communication and customer care skills. You must be numerate, conversant with computerised systems and can process a variety of enquiries and service requests to a high degree of accuracy whilst maintaining customer confidentiality.

The ability to communicate using the Gaelic language would be desirable. You will have a good knowledge of the statutory functions of the Council and of the roles and procedures relating to its individual services. It is also desirable for you will have a working knowledge of ICT databases for service areas provided by the Contact Centre.

You will have a minimum qualification of SVQ Level II Customer Service or equivalent or be able to demonstrate appropriate experience.

We have several permanent posts available, all of which currently support hybrid working. This means you will work from home for most of the time.

Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...