Service Improvement and Performance Officer
Job description
Do you thrive on turning data into insight, solving problems, and helping services be the best they can be?
Are you motivated by the idea of helping a council improve the way it supports our communities, people and place?
Be the difference, make the change to #TeamNEL
What will your day look like?
As our Service Improvement & Performance Officer, you’ll play a key role in helping us understand how well our services are performing and where they can be even better.
Your day may include:
1. Collating, analysing and reporting performance data to Senior Managers, Members and external agencies.
2. Monitoring and reviewing data protection breaches and information governance incidents.
3. Acting as a Checking Officer for DWP systems to verify secure and appropriate use of customer records.
4. Providing project support through research, data analysis, best practice reviews and action planning.
5. Managing and maintaining service requests, process maps, webpages and forms to improve customer experience.
6. Overseeing complaints, FOIs and Subject Access Requests to ensure high-quality, timely responses.
7. Identifying trends in information requests to enhance self-service options for customers.
8. Coordinating annual service reviews and training compliance records.
Every day brings new insight, new collaboration and new opportunities to improve the way we work.
Who are we looking for?
You’ll be someone who brings curiosity, accuracy and a passion for improvement.
We’re looking for someone who has:
9. Proven experience analysing and interpreting data to support service development.
10. Experience in supporting projects, including planning, coordination and progress monitoring.
11. Strong ICT skills, including spreadsheets, report writing and presenting complex information clearly.
12. A good understanding of data protection, confidentiality and information security.
13. Excellent communication skills, able to explain technical information to a range of audiences.
14. Great organisational skills, able to manage multiple priorities effectively.
15. GCSE Grade C / Level 4 or equivalent in Maths and English.
16. The ability to work agilely across sites in North and North East Lincolnshire.
If you’re analytical, proactive and committed to continuous improvement, we’d love to hear from you.
Why join us?
At North East Lincolnshire Council, our people are at the heart of everything we do. You’ll be joining a team that values:
17. Integrity, honesty and openness
18. Valuing people and fostering positive relationships
19. Commitment, continuous improvement and making a difference
You’ll have the chance to influence real change, improve outcomes for residents and work in a supportive team that empowers you to grow.
For more information, please refer to the attached guidance and role profile. If you would like an informal discussion, please contact Rebecca Longden Email:
Key Dates
Advert closing date: 25th February
We aim to interview candidates date or w/c 9th March
Please note: This role requires a Disclosure and Barring Service (DBS) check at a level appropriate to the post. It is a contractual and essential requirement that the successful candidate is registered with the DBS Update Service. You have 30 calendar days from the "date of issue" printed on your standard or enhanced DBS certificate to register for the DBS Update Service using the certificate number.
We reserve the right to close our adverts early if we have received a significant volume of suitable applications.
We love AI and think it plays a great role in the world of work. However, for your application, we want to hear from YOU! As such, we will be testing applications to determine the use of AI, and applications that have heavily utilised the function will be scrutinised for suitability.
As part of your RewardNEL package, you will have a generous leave entitlement (including bank holidays) and enrolment into a local government pension.
You will also have access to our exclusive RewardNEL platform.
This includes a variety of salary sacrifice schemes including Cycle2Work, Holiday Extra and Tusker (Car Lease), discounts at local coffee shops and bars, direct access to our inhouse wellbeing support, free and discounted local car parking as well as instant access to new savings at major retailers, entertainment and hotels.
NELC staff can also benefit from flexible working and excellent training and development opportunities and a Fostering friendly scheme.
Do you need support?
If you need any help applying for this position, please contact Wendy Trask on (text or call). Wendy can support with digital access as well as offering advice and guidance about completing the different sections of the application form.
Your earnings go further in North East Lincolnshire, house prices are four times less than in London. Learn more about what our place has to offer at #FindYourSpace
Get to know us better
Check out our We regularly review data to ensure our recruitment processes are fair, transparent and promote equal opportunities for all. We also have an in-house Equalities Champions Group that works to promote and embed inclusivityin the workplace, helping us identify areas where we can take positive action, and make the organisation a safe space for colleagues to feel connected.