Modern Apprentice - Customer Experience (FIF05230)

Vacancy posted: Monday, 12 September 2016

Salary: 7,020 - 11,232
Location: Glenrothes

Closing date: 09 October 2016
Job ref. no.: FIF05230

Job Description

Contract Type: 2 Year Fixed Apprenticeship

Interview Date: Week Commencing Monday 24October 2016

Fife Council is committed to creating employment and training opportunities for the young people of Fife. This modern apprenticeship role funded through the Workforce Youth Investment programme is just part of this commitment. We will advertise further modern apprenticeship and traineeship roles here as they become available.

A Modern Apprenticeship is a work-based training programme that leads to an industry approved qualification. The training can be both on and off-the-job, which means Modern Apprentices (MAs) learn the right mix of skills, abilities and knowledge.

This role will work at the forefront of Customer Improvement.

Working with NEC (national entitlement card) applications and ensure they are processed and distributed in line with NEC guidelines. Supporting our LSN/Contact Centre staff as well as Education School admin teams to deliver customer service to NEC holders as well as being part of introducing changes to support other ways of working for the customer thereby contributing to the promotion of the excellent customer service.

The successful candidate would work in a corporate team with direct contact with members of the public and internal services.

This vacancy is restricted to applicants who currently live in Fife. You must also be aged between 16 and 24 as at the 1st September 2016.


You should have a minimum 3 Standard Grades at credit level 1/2, to include English and Maths OR 3 Intermediate 2's, to include Maths and English OR equivalent Core Skills at SCQF level 5 OR 3 National 5s, to include English and Maths.

Previous experience can be considered as equivalent see SCQF Framework


To support the Customer Experience Co-ordinator in ensuring the delivery of excellent customer service, providing consistent levels of service delivery across all media and customer access channels.

To promote positive relationships with colleagues both across the Directorate and Council wide for the benefit of the customer.

To support the day to day management of the National Entitlement Card processes and also support the development of improvements and the transition of the cards to a national system. Type reports, documents and correspondence using MS Word and e-mail facilities.

Undertake general duties such as mail processing, filing, photocopying and scanning of documents and any subsequent compilation or packaging of information.

Maintain appropriate document/file/information storage and retrieval schemes to allow ready access.
Take responsibility for particular pieces of routine work.

Assist with the maintenance of service information of the council's intranet site.

To update public information across appropriate customer access channels.

Maintain confidentiality in all aspects of customer, staff and council information.

s1 says:

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About Fife Council

We employ 20,000 people to provide 900 different services to 360,000 people and, we have one of the highest overall customer satisfaction ratings for a Council in the UK. The services we provide range from education, social work, housing, and community services to transportation, looking after the environment and developing the economy.

We are a large organisation and have a wide range of job roles from teachers, social care workers, community education workers, and planners, to support roles, like accountancy, IT and HR, not to mention communications and marketing, and law.

We operate the Positive about Disabled People scheme, commonly known as the 'double tick scheme', as we are committed to employing and supporting disabled people and offer a guaranteed interview to any applicant who considers him/herself to be disabled and who meets the minimum essential criteria for the post.

If you're looking for a real career challenge, you'll find it here in Fife!

View all jobs with Fife Council

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