Customer Service Administrator

Pertemps are delighted to be working with our public sector client to recruit Customer Service Administrator for the Scottish Welfare Fund team on a temporary basis.

Role: Customer Service Administrator – Scottish Welfare Fund
Location: Edinburgh City Centre (office-based in a call centre)
Working hours: Monday to Friday, 08:30 – 17:00 (36 hours per week)
Pay rate: £14.02 per hour
Start date: ASAP
Duration: Temporary, ongoing

This post is subject to a Basic Disclosure check, to be completed following confirmation of acceptance, at a cost of £25 to the successful candidate.
 
About the Role
This is a great opportunity to join the Scottish Welfare Fund team at the City of Edinburgh Council, supporting customers who have applied for financial assistance.
The role is primarily outbound, contacting customers to gather information, clarify application details and provide updates on their case. You’ll play a vital role in ensuring applications are progressed accurately and efficiently, while offering a professional and empathetic service.

What You’ll Be Doing

• Making outbound calls to customers regarding Scottish Welfare Fund applications
• Gathering, confirming and clarifying information to support case assessments
• Reviewing customer applications and supporting documentation
• Recording clear, accurate and detailed case notes on internal systems
• Providing information on next steps and timescales in a clear and supportive manner
• Liaising with internal teams to pass on relevant information for decision-making
• Issuing follow-up letters or documents where required
• Handling sensitive conversations with discretion, empathy and professionalism
• Supporting the team with general administrative tasks

What We’re Looking For

• Previous experience in a customer service or call centre role
• Confidence making outbound calls and speaking with customers by phone
• Comfortable using computers and learning multiple systems
• Experience using Microsoft Outlook, Word and Excel
• Strong communication skills with excellent attention to detail
• A calm, patient and professional approach when dealing with sensitive situations

Why Apply?
You’ll gain valuable experience within a frontline public sector service, supporting vulnerable customers and contributing to meaningful outcomes. This role offers regular weekday hours, ongoing work and the opportunity to build strong, transferable customer service and administrative skills.
 
Apply online today to be considered for this role.