Quality Development Officer, West Lothian Civic Centre, 495.39

West Lothian Council; Livingston; On-site; GBP 39,000 - 44,000; Full time

Job summary

A local government authority in Livingston is seeking an individual for a temporary full-time role to support housing services and customer satisfaction. The successful candidate will manage projects, improve service delivery, and ensure effective communication internally and externally. A degree or equivalent experience in project management is required, along with strong negotiation and problem-solving skills.

Qualifications

• Significant experience in undertaking research.
• Proven experience in project management and service improvement.
• Knowledge of Agile, process mapping, and service design.

Responsibilities

• Support the council's mission of high-quality customer services.
• Undertake specific projects and tasks.
• Facilitate delivery of continuous improvement.

Skills

Research and document preparation

Project management

Strong communication skills

Negotiation skills

Problem-solving skills

IT literacy

Ability to work under pressure

Education

Degree in relevant discipline

Tools

Performance management systems

Job description

Location: West Lothian Civic Centre Howden South Road Livingston, EH54 6FF

Salary: £39,661 - £43,434 per year

Contract Type: Temporary

Position Type: Full Time

Hours: 36 hours per week

Job Advert

This as a secondment to cover maternity leave from 10 September 2025 for an initial period of 10 months

We are keen to employ a diverse workforce that reflects the people of Scotland. We welcome applications from all backgrounds and particularly from groups currently under-represented, including people with disabilities, those from minority ethnic communities or from socio-economically disadvantaged backgrounds

Applicants must discuss with their manager and ensure dates can be supported in advance of applying.

This is an exciting opportunity to join a forward-thinking team within Housing, Customer and Building Services (HCBS).

The successful applicant will play a key role within Housing, Customer and Building Services in supporting the council’s mission of delivering high-quality, customer-focused services.

The role will require you to undertake specific projects and tasks to ensure the delivery of current and future service and corporate requirements in line with overall priorities. The key task is to support and facilitate the delivery of a culture of continuous improvement with a focus on quality assurance enabling the delivery of high-quality front-line services.

Additionally, the role will involve researching, planning, coordinating, and supporting the development and implementation of key service priorities, strategies, and initiatives. This includes facilitating service improvements, supporting the performance management process, and contributing to both internal and external reporting requirements

Performance and Change Service – Our aims

• Satisfying our customers
• Achieving excellence across HCBS
• Communicating effectively
• Using professional judgement
• Taking personal pride in the service we deliver

Behaviours and Competencies

• Ability to manage own workload and contribute to agreed objectives
• Adept at removing the barriers that get in the way of delivering excellent customer service
• Creating an environment of trust
• Ensure two-way dialogue with customers and colleagues
• Finding creative solutions for customers
• Good listener
• Good communicator both internally and externally
• Good interpersonal and negotiating skills
• Ability to use own initiative
• Self-aware and self-motivated to realise your full potential
• Computer/digitally literate
• Ability to take responsibility for own learning and continuous improvement
• Ability to represent HCBS in a positive and effective manner
• Take responsibility for delivering excellent performance results
• Good attention to detail and high degree of accuracy in work
• Committed to own personal development
• Committed to pursuing excellence in line with the WLC culture and values
• Flexible, adaptable and able to work under pressure

Qualifications

• Degree in relevant discipline or recent relevant equivalent experience (business /service improvement, project management.)

Requirements

Experience

• Significant experience in undertaking research and preparing documents to a high standard
• Proven experience in project management, service improvement
• Strong communication, negotiation and presentation skills
• Knowledge and Experience of Agile/Process Mapping/Service Design
• Ability to communicate with a wide range of audiences, e.g. senior management, members of the public and external organisations including the ability to explain potentially complicated or sensitive subject matters in a straight-forward manner and with tact
• Ability to manage priorities and workload and deliver to strict deadlines. Ability to work under pressure.
• Strong negotiation and problem-solving skills
• Core IT skills
• Knowledge of performance management systems, information systems and associated reporting tools.
• Knowledge of relevant regulatory frameworks and compliance standards (e.g., WLAM, Customer Service Excellence).
• Experience working in a public sector environment