Customer Care Assistant

Job Vacancy

We are currently recruiting a Customer Care Assistant, to join our busy Care at Home team. This is an important role within the service, providing excellent customer service, administrative support and ensure the smooth day-to-day running of the office. If you are organised, compassionate and enjoy working in a fast-paced environment, we would love to hear from you.

As a Customer Care Assistant, you will be the first point of contact for service users, families’ carers, and other professionals. You will respond to enquiries, provide administrative support, assist with scheduling care visits and help maintain accurate records to support the delivery of high-quality person-centred care.

Key responsibilities

• Act as first point of contact for service users, families, carers and other health professionals
• Answer telephone calls and respond to email enquiries in professional manner
• Assist with scheduling care visits and updating electronic rotas
• Use the internal electronic system to cover care visits when staff are absent due to annual leave/sickness or emergencies
• Maintain accurate records using a variety of computer systems
• Carry out general administrative duties, including scanning, filling and document management
• Ensure information is recorded accurately and handled confidentially

What we are looking for:

• Excellent communication and customer service skills
• Strong organisational and time management skills with the ability to manage a varied workload
• Good IT skills and experience using a range of computer systems and Microsoft Office applications
• Ability to work well under pressure and adapt to changing priorities
• A friendly, professional and caring approach
• Ability to work independently as well as part of the team
• Previous experience working within the care sector would be beneficial, although it’s not essential.

KNOWLEDGE

Essential

Competence in literacy and numeracy, such as three Standard Grades at level 3 or above, including Mathematics and English or equivalent subjects. SVQ 2 or equivalent is an acceptable alternative.

Demonstrable knowledge of a range of digital platforms, word-processing, spreadsheet, keyboard, effective communications skills and clerical skills, such as SVQ 2 in Administration or equivalent.

Experience of working in a social care setting.

CLOSING DATE - Thursday 27th August 2026

INTERVIEW DATE - Week Commencing 31st August 2026

Job Advert

Position Title: Customer Care Assistant

Position Number: S24562

Directorate: Health and Social Care

Contract Status: Permanent

Hours of Work: 21 hours per week

Working Pattern: 4 days on 4 days off – 0700-1300 (8 week rota)

Weeks per year: 52

Please note that it is Midlothian Councils policy that successful applicants will be appointed to the first point on the salary scale.

Based on 21 hours over 52 weeks per year, the minimum actual salary for this position is £17,028.42 per annum.

Requirements

This post is considered Regulated Work with Adults under the Protection of Vulnerable Groups (Scotland) Act, 2007. Therefore, it is an offence to apply if you are barred from working with adults.

Successful candidates will require PVG Scheme membership for Regulated Work with Adults. You will be required to join the Scheme or undergo a PVG Scheme Update check prior to commencing employment with Midlothian Council, the cost of which will be met by you. For further information on the PVG Scheme please visit

Please note that Disclosure Scotland has changed the way PVG certificates are issued. You will be notified by email from Disclosure Scotland that your certificate is available to view. Once you have viewed your certificate you will be allowed to share this with your employer and it is only available for 14 days from the first day you have viewed the certificate. If you do not grant access to Midlothian Council to view before access is removed, a further application will need to be generated, and this will incur an additional cost.

Please note : If you have spent more than 3 months working or living outwith the UK in the last 5 years then you will also be required to present a copy of an overseas criminal record check. Details of how to apply and contact details can be found on the GOV.UK website

Additional Information

If you have difficulty applying for this post or accessing attached documents, or if you have a disability and reasonable adjustment is required, please email View email address on myjobscotland.gov.uk to speak to a member of the Recruitment Team stating the post reference number.

Midlothian Council is currently undergoing a period of transformation, changing and improving the way it delivers services in Midlothian. As a consequence, there are a number of existing employees for whom we are committed to seeking suitable alternative employment within the Council in accordance with our legal obligations. Candidates are advised that, for some vacancies, internal candidates in this situation will be interviewed before the wider selection pool and a slightly longer delay may be experienced before application outcomes can be advised to you. Thank you for your patience in this matter.

If you are a trainee of a Midlothian Council Training Programme, have a disability or you are a care experienced young person who has previously been a looked after child you are eligible for a guaranteed interview if you meet the essential criteria for the post.