Modern Apprentice - Customer Experience (FIF05230)

Fife Council
£7,020 - £11,232 per year
12 Sep 2016
09 Oct 2016
Contract Type
Full Time

Job Description

Contract Type:  2 Year Fixed Apprenticeship

Interview Date:  Week Commencing Monday 24 October 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.

The Individual

The applicant should be able to work well on own initiative and be able to deal with the public face to face/by telephone/by letter or through social media.  Have the ability to organise tasks, setting and monitoring standards. Display strong inter-personal skills and a flexible working approach.

In Fife Council How We Work Matters and you will be responsible for being a role model by displaying and promoting behaviours that are expected of all Council employees:

• Take ownership
• Focus on customers
• Work together
• Embrace technology & information
• Deliver results

Contact Details for vacancy: Ann Reynolds, 03451 55 55 55 Ext: 444484,

See also:
RR82 TandCs March 2015.doc
Job Pack MA Customer Experiencecm.docx