Proposed Interview Date: Telephone Testing / Interviews Week Commencing 20 May 2024

Closing Date: Thursday 9 May 2024

Contract Type: Temporary until 31 May 2025

Salary: FC4 £23,633.23 - £25,829.49

Working Pattern: 36 hours per week

Location: Contact Centre, Bankhead Central, Glenrothes

Supporting Statement 

As part of your application, you must provide us with a Supporting Statement which outlines to us how your skills and experience make you a good candidate for this vacancy. For more information, check out the How to Apply section of our Career Site. Without a Supporting Statement, your application will not be progressed. Please upload your Supporting Statement at the section marked ‘upload resumé’. Your Supporting Statement must not be a CV. More information is available on our Career site at www.fife.gov.uk/jobs/supportingstatement.

Job Details

The Contact Centre opening hours are Monday to Friday 8am to 6pm and you will be allocated shifts 4 weeks in advance between these hours.

This role is based within the Contact Centre in the Customer Service Team. The team answers telephone calls, emails and webchats for a wide range of Council services including Environmental Services, Waste Operations, Housing Advice, Homeless, Transportation, Registration, and Passes & Concessions. This is a Customer Service based role and you will require to be customer focussed and provide excellent customer care whilst dealing with multiple call types. You will be required to attempt to resolve customer enquiries, whether routine or complex, at the first point of contact.

A link to the role profile is included below where you will find more information about the job and the type of person we are looking for.

The Person

You should have experience of providing excellent customer service and have good communication skills which includes written correspondence.

You should be able to use your own initiative, work independently and as part of a team, and have experience in prioritising your own workload and managing your time whilst having the ability to work under pressure in a fast-paced environment.

You should have a high level of customer care skills with the ability to respond sensitively to people with a variety of needs, and display a flexible attitude to work, and change,  with a positive, pro-active approach.

You must have the ability to use multiple IT systems and have excellent administrative skills, and have experience of responding quickly to changing demands and problem-solving skills.

Further Information

• Role Profile - When preparing your supporting statement, review the role profile and think about how you meet the essential criteria Role Profile
• How We Work Matters - Our employees are expected to display and promote certain behaviours in the workplace. See our How We Work Matters behaviour framework for more information.
• Employee Benefits - Employees have access to a benefits package that offers discounts on a wide range of products and services.
• Directorate Information - Council Department information
• Social Media - Search for more 'Fife Council Jobs' on Facebook or follow us on Twitter @FCJobsOfficial.

We are currently shaping our future workstyles however, in light of current advice, we are introducing blended home/office working that will include office access days each week with homeworking for the remainder of your working time.

For further information please contact: Claire Menzies - claire.menzies@fife.gov.uk

We are holding a Fife Council jobs fair on 15th May 10am - 2pm at Rothes Halls, Glenrothes. We will be on hand to talk about the vacancies we have on offer and what it's like to work with the council. There will also be a chance to get support from our job clubs and employability teams and can offer help with the online application process. Please pop along on the day to find out more.