Improvement Co-ordinator (Customer and Communications)

Leicestershire County Council; Glenfield; On-site; GBP 37,000 - 40,000; Full time

Job summary

Leicestershire County Council’s East Midlands Shared Services (EMSS) seeks an enthusiastic Improvement Co-ordinator to help make services across local government simpler, faster and more effective. You’ll gather ideas, turn them into concrete changes, and support improved customer experiences.

The role requires an NVQ Level 4 or equivalent and experience in finance, payroll or HR processing, with strong communication and project support skills.

Qualifications

• Excellent communication skills, both verbal and written.
• Strong customer focus and desire to improve services.
• Experience in HR, payroll or finance processing with compliance awareness.
• Proficient in office technology and payroll/HR systems.
• Ability to analyse issues and support positive changes.

Responsibilities

• Improving services by gathering ideas and turning them into changes that make services simpler and more effective.
• Supporting customers with clear, consistent and helpful information to improve the customer experience.
• Communicating change through clear updates and materials.
• Building relationships with colleagues, partners and customers to identify challenges and solutions.
• Creating guidance and training materials to enable colleagues to deliver excellent service.

Education

NVQ Level 4 or equivalent qualification

Job description

Organisation: Leicestershire County Council

Work Location: County Hall, Glenfield, Leicester, LE3 8RA or Loxley House, Station Street, Nottingham, NG2 3NG

Salary: £36,621 - £40,458 per annum (pro rata for part time)

Working Hours:37 hours per week

Contract Type: Permanent

Closing Date: 4th October 2026

Interview Date(s): Week commencing 12th October 2026

Do you enjoy solving problems?

Do you enjoy making things better?

Do you enjoy helping people?

We’re looking for an enthusiastic and proactive Improvement Co-ordinator to join East Midlands Shared Services (EMSS).

You may have experience in customer service, communications, administration, HR, finance, payroll or project support.

Why join EMSS?

At EMSS, you'll join a supportive team that values ideas, collaboration and personal development. You'll have the opportunity to:

• Make a real difference to services used across local government


• Work on meaningful improvement projects


• Develop valuable skills in communication, service improvement and change


• Build relationships across a wide range of teams and organisations


• Grow your career in a supportive environment


• Contribute to a culture that puts customers first

About the role

No two days will be the same, but you'll spend your time:

Improving services - gathering ideas and helping to turn them into changes that make services simpler, faster and more effective.

Supporting customers - ensuring our customers receive clear, consistent and helpful information, improving their customer experience to meet their needs.

Communicating change - creating and delivering communications about changes, updates and improvements.

Working with people - building positive relationships with colleagues, partners and customers to understand challenges, identify solutions and support improvements.

Learning and supporting others - creating guidance, training materials and resources that enable colleagues to deliver excellent service.

About you

• You will hold an NVQ Level 4 or equivalent qualification or an equivalent level of appropriate experience as shown below;


• Experience within a Finance, Payroll and/or HR processing background. With a strong customer focus -you care about delivering a positive experience and making services easier for people to use.


• Excellent communication skills.You can communicate clearly, both verbally and in writing, to explain information in a way that others can easily understand. You will have strong relationship building skills, enjoy working with people, building trust and collaborating across teams.


• Experience planning and successfully implementing improvements and preparing and delivering training, with excellent organisation and attention to detail.


• Proven ability to initiate, plan, and successfully implement service improvements, identifying opportunities to streamline processes, improve efficiency, and enhance the customer experience.


• Proficient in the use of office technology and integrated HR and payroll systems, with detailed knowledge of payroll and HR processing tasks, ensuring work is completed efficiently, accurately, and in line with compliance requirements. You will be able to analyse issues, identify solutions and help make positive changes happen.


• Strong knowledge of customer care standards, improvement methodologies, and HR/Payroll best practice, including statutory and legislative requirements.

In addition, we also expect you to shareour commitment to our valuesandto delivering accessible and inclusive services which meet the needs of all of our residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability.We are a Disability Confident Employer.

Interested in Flexible Working?

We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

If you're someone who enjoys improving things, helping people and making a positive impact, we'd love to hear from you. Join East Midlands Shared Services (EMSS) and help us create simpler, better services for the people who rely on them.

For more information or an informal discussion,please contact:

Jonathan Allen - Business Change Manager

Telephone: [phone]

Email: [e-mail]