Improvement Co-ordinator (Customer and Communications)

ESPO Trading Limited; Nottingham; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

East Midlands Shared Services (EMSS) is seeking an enthusiastic Improvement Co-ordinator to join our team. You will help improve services, support customers, and communicate changes across a wide network of colleagues and partners. Hybrid working is available, with offices at County Hall and Loxley House, Nottingham.

You will gather ideas, turn them into practical improvements, develop training materials, and build strong relationships to deliver better services for residents.

Qualifications

• NVQ Level 4 or equivalent qualification or equivalent experience.
• Experience in Finance, Payroll and/or HR processing with strong customer focus.
• Excellent communication skills, written and verbal, with strong relationship-building ability.
• Experience planning and implementing improvements and delivering training, with excellent organisation and attention to detail.
• Proven ability to initiate, plan and implement service improvements, identifying opportunities to streamline processes and improve customer experience.
• Proficient with office technology and integrated HR and payroll systems, able to analyse issues and implement positive changes.
• Strong knowledge of customer care standards and HR/Payroll best practice, including statutory requirements.

Responsibilities

• Improving services - gathering ideas and turning them into changes that make services simpler and more effective.
• Supporting customers - ensuring clear, consistent, helpful information and improving the customer experience.
• 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 and identify solutions.
• Learning and supporting others - creating guidance and training materials for colleagues.

Skills

Customer service

Communication

Relationship building

Organisation

Change management

Training delivery

Problem solving

Education

NVQ Level 4

Tools

Payroll software

HR systems

Job description

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.

We have offices at County Hall, Glenfield, LE3 8RA and Loxley House, Nottingham, NG2 3NG.

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, 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 our commitment to our values 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 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]

If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support.

By applying for this post, you agree to our Terms and Conditions.