Description Proposed Interview Date: Week Commencing 10 February 2025 Closing Date: Sunday 2 February 2025 Contract Type: Permanent Salary: FC5 £27,087.17 to £29,508.69 per annum Working Pattern: 36 Hours per week Location: Bankhead, 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 We are seeking a dedicated and forward-thinking Customer Service Lead Support to join our Web Team. This role is ideal for someone passionate about putting customers at the heart of service design and delivery while driving enhancements in customer experience through detailed analysis and innovative solutions. As a Customer Service Lead Support, you will focus on understanding and improving the customer’s online experience. By mapping customer journeys and gathering user feedback, you will identify opportunities to enhance the overall experience on Fife Council’s website fife.gov.uk. This role involves analysing data to uncover trends, measure performance, and guide decision-making to ensure we consistently deliver a customer-first approach. You will also support colleagues in implementing best practices, fostering a culture of continuous improvement, and maintaining high standards in customer service. Additionally, you will provide day-to-day support for the website, handling service requests, completing weekly accessibility tasks, and offering general support to the team. This is a vital role in ensuring our services remain accessible, responsive, and aligned with customer needs. The Person We are looking for the candidate to have: Customer-Centric Focus - A passion for placing customers at the centre of service design and improvements. Experience in Service Improvement - Demonstrated success in delivering measurable improvements to customer experience. Strong Communication Skills - Ability to engage effectively with stakeholders at all levels, building productive relationships. Forward-Thinking Approach – A proactive mindset with the ability to anticipate future needs and implement innovative solutions to enhance customer experiences and service delivery. Analytical Skills - Proven ability to interpret performance data, identify trends, and develop actionable insights. Before confirming to your appointment, you will be required to obtain Protection of Vulnerable Groups (PVG) scheme membership through Disclosure Scotland and become a member of the relevant PVG scheme. 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 X 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 Bates - claire.batesfife.gov.uk