Improvement Co-ordinator (Customer and Communications)

Leicestershire County Council; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Leicestershire County Council's East Midlands Shared Services (EMSS) seeks an enthusiastic Improvement Co-ordinator. You may have experience in customer service, communications, administration, HR, finance, payroll or project support.

No two days will be the same as you help improve services, support customers, communicate change and build relationships across teams. Flexible working options may be discussed to fit the role and service.

Qualifications

• Hold an NVQ Level 4 or equivalent qualification or equivalent experience.
• Experience in Finance, Payroll and/or HR processing with a customer focus.
• Excellent written and verbal communication; able to build relationships across teams.
• Experience planning and delivering service improvements and training.
• Proficient with office tech and HR/payroll systems; able to analyse issues and implement changes.
• Knowledge of customer care standards and improvement methodologies.

Responsibilities

• Improve services by gathering ideas and turning them into changes that simplify processes.
• Support customers with clear, consistent information and improve their experience.
• Communicate change by creating and delivering communications about updates.
• Work with colleagues, partners and customers to understand challenges and identify solutions.
• Create training materials and guidance to enable colleagues to deliver excellent service.

Skills

Customer service

Communication

Administration

HR

Finance

Payroll

Project support

Education

NVQ Level 4 or equivalent

Job description

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.

• 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 share and to 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 .,

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.

About Leicestershire County Council

At Leicestershire County Council, we're committed to making a real difference in people's lives. Our aim is to work with communities and partners to deliver public services that make Leicestershire the best possible place to live and work for everyone. Our employees play a key role in supporting this goal and helping us deliver the vital services we provide to the people of Leicestershire. Whether you're starting your career or looking for your next challenge, you'll find a place with us where your ideas are valued, and your work has purpose. For further information on what it's like to work for us and the benefits we offer, please refer to the following