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Council HQ, John Muir House, Brewery Park, Haddington, EH41 3HA
£59,364 - £66,901 per year
Contract Type:
Position Type:
Full Time
35 hours per week
Work From Home:

Vacancy Information

It is East Lothian Council's policy that successful applicants will be placed on the first point of the salary scale.  

Days and Hours of Work:
Monday - Friday 09.00 - 17.00
To start - October 2022

Interviews will take place the week beginning 13 June

Passionate about public service and transforming customer access to Council services, as Service Manager - Customer Services, you will lead development of the Council's customer strategy and service interfaces across East Lothian - both face to face and telephone/digital self-service access to services.  A skilled collaborator, you will work with Council and partner services to maximise the impact of our face-to-face customer access points,  24/7 Contact Centre, 12 community libraries, 6 school libraries and 4 community museums and local history service, to support East Lothian's  focus on reducing inequalities, improving community wellbeing and place-making priorities.

With finely tuned people management, community engagement  and customer relationship management skills, and a clear vision for the future of accessing public services, help us and our excellent customer service workforce continue to shape East Lothian's customer offer for our growing communities, local residents and visitors alike.    

Home Working Consideration
This post may be considered for home or hybrid working in accordance with East Lothian Council’s Home Working and Worksmart Policies, and the requirements of the service. Options will be discussed with candidates at interview. All employees must be based in the UK.

Job Details

To ensure the co-ordinated management and delivery of the Customer Services group of services on behalf of the Council, it’s client Services and Partner Organisations, currently encompassing:
Customer Local Access Points/Single Points of Contact for face-to-face customer service
Community Libraries
School Libraries
Local History Service
Museums and Museum Collection
Contact Centre 24/7/365 Telephone, On-Line and Digital Services, encompassing Health & Social Care Partnership’s Out of Hours Social Community Response also providing services on behalf of other Council areas
Customer Access Systems and Digital Infrastructure
Customer Service Strategy

To ensure effective and efficient delivery of the services provided, in accordance with agreed Business Plans and the demands placed upon the service.

Please download the Job Outline/Person Specification (available under 'Job Attachments') for the full range of tasks and duties associated with this job.  You will need to refer to these in order to complete the application form.  You must ensure you meet every 'essential' criteria stated on the Person Specification to be considered for interview.

The ‘East Lothian Way’– values and behaviours we expect our employees to demonstrate in their everyday work.  Should you be invited to interview, you may be asked questions based on these behaviours.  Please refer to the document via the link to familiarise yourself with them.

Job Requirements

Relevant Qualifications
Educated to degree level or equivalent and/or substantial level of relevant knowledge/training/experience. 

The preferred candidate for this position may be subject to a Basic Disclosure provided by Disclosure Scotland prior to a formal offer of employment being made by East Lothian Council.

Please note:
If a Disclosure check is required and 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

For additional East Lothian Council employment information please click on the following link:

If you have any difficulties creating an account on MyJobScotland or applying for this post please contact the MyJobScotland support team via this link

If you require further information about this vacancy, please call 01620 827868, or email us on

Please note: We do not accept CV's (either electronically or by mail).  All our vacancies must be applied for by fully completing the on-line application form.  Although there is an ‘import data from my CV’ function on MyJobScotland, this only imports very limited data and should not be relied upon to complete the application form. 


Job Attachments