Customer Service Support Agent

Post Title: Customer Service Support Agent

Salary: £29,532 - £31,412 per year

Hours: 36 hours per week

Location: Hybrid/Livingston

Duration of contract: One year fixed term

The Improvement Service's Digital Public Services (DPS) Team develops and delivers a portfolio of digital products and services for many Scottish public sector organisations. These services support partners in delivering innovative, high-quality, secure digital public services - achieving efficiency savings, supporting sustainable frontline services, and improving customer experience.

Qualifications

• Confident, articulate individual with strong communication and organisational skills, able to engage at all levels and manage competing priorities in a fast paced, customer focused environment.
• Knowledge of financial reconciliation would be beneficial.
• Experience providing administrative support via online helpdesks, acting as first point of contact and taking ownership of queries, using initiative to resolve issues effectively.

Responsibilities

• Assist users of the National Entitlement Card Scheme via getyournec.scot, including reviewing and processing applications in line with procedures.
• Maintain a professional approach, ensuring a consistently high quality customer experience.
• Communicate regularly with technology partners for core applications and third party providers to diagnose issues and resolve customer queries.
• Support continuous improvement by analysing data, identifying trends, and contributing to enhancements of customer service processes and procedures.

Location

Your primary place of work will be West Lothian Civic Centre, Howden South Road, Livingston, West Lothian EH54 6FF, but the Company reserves the right to change this to any place within 30 miles of this office.

It is anticipated that the role will involve a blended model of office and home working. Attendance will be required, in person, at quarterly meetings either in the Livingston office or at another suitable venue.

Equal Opportunity

The IS is committed to promoting equality and diversity in all its activities to promote inclusive processes, practices and culture.

The IS is a Disability Confident Employer. We are committed to interviewing anyone with a disability who meets the essential criteria.