Customer Service Officer, Livingston North Partnership Centre, 474.28

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Job Advert Customer Service Officer, 29 hours per week – Permanent. Please note, that although a base building has been given, the post holder will be required to work from other buildings within the Livingston...

Job Advert

Customer Service Officer, 29 hours per week – Permanent.

Please note, that although a base building has been given, the post holder will be required to work from other buildings within the Livingston and Calder's neighbourhood.

Would you like a job with lots of variety and that provides you with a bit of challenge?

Are you:

  • customer focused?
  • creative?
  • interested in helping and supporting people?
  • friendly?
  • inspiring?
  • good with children, young people, adults and older people?
  • interested in influencing the next generation of environmentalists, teachers, medics?
  • Wanting to join us as we reshape the future of libraries?

If so, then please consider joining our busy team in the Livingston area. We run and manage various face to face services including libraries and the council’s enquiry service (the Customer Information Service).

As part of this role you will be responsible for planning, promoting and delivering a range of fun and varied events and activities in our libraries (eg children’s Bookbug sessions, author visits, Book Groups, school and nursery visits).

Your main focus will be on Carmondean Library which is based within the Livingston North Partnership Centre.

You will also provide advice and information on a range of general and complex customer enquiries (eg council tax, housing and homelessness, waste management, concessionary travel applications, issue and receive council forms/paperwork).

Other tasks include:

  • Carrying out the wide range of tasks within our libraries including processing and shelving book stock, data and information management, creating displays.
  • Building and maintaining links and relationships with community groups, schools and organisations
  • Making referrals on behalf of customers to internal and partner services and organisations
  • Provide basic IT support to customers
  • Reception duties
  • Training new members of staff
  • Manage room booking enquiries/applications and ensure spaces are ready for occupation
  • Using a variety of IT systems and devices



We require someone with excellent communication and listening skills, who is diligent, pays attention to detail and is solutions focussed.

You will work with minimum supervision so you should be self-motivated and reliable and have the ability to prioritise tasks and forward plan.

You will be expected to take a lead role in organising and prioritising the day to day work within the area you are working in and directing the work of Customer Service Assistants.

You will be required to demonstrate that you can work within a busy and changing environment, remain calm under pressure and that you can respond to the needs of customers and colleagues in a helpful and proactive way.

You should have a willingness to develop your skills and knowledge to ensure our service evolves to meet the needs of our customers and partners.

Most of all, you should enjoy working with people and with the public.

Once fully trained and briefed, you may, on occasion, be required to work alone.

There is an element of manual handling in this role (eg moving book shelves, setting up community centre spaces/rooms for use by the public, moving crates/boxes).

This role may require you to work up 8pm once a week and/or on a Saturday (10am – 1pm). If applicable, pay enhancements will be explained should you be invited to attend an interview.

A PVG check is required this post as you will be working with children and adults in the library.

Please refer to the job description for additional information.

We are keen to employ a diverse workforce that reflects the people of Scotland. We welcome applications from all backgrounds and particularly from groups currently under-represented, including people with disabilities, those from minority ethnic communities or from socio-economically disadvantaged backgrounds

West Lothian Council are committed to far reaching changes to the way we deliver our Education Services. These changes include giving you the support and environment that you need to get on with your job and develop your abilities. Our dedication is demonstrated by the whole council achievement of the Investors in People Standard and always aiming a little higher in our service delivery and improvements.

This post is considered Regulated Work with children and/or protected adults under the Protection of Vulnerable Groups (PVG) Scotland Act 2007. From 28 February 2011 preferred candidates will be required to join the PVG Scheme or undergo a PVG Scheme update check prior to a formal offer of employment being made by West Lothian Council

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