INTERNAL APPLICANTS MUST APPLY VIA MYSELF
This vacancy is internal and open to applications from employees of North Lanarkshire Council and Associated Employers* only. The "Apply now" button is not activated for this role. Pleaselog into your MySelf account for further instructions on how to apply as an internal candidate.
*Fusion Assets, NLP LLP
NLC10 £43, - £49,
Based within the Customer Service Hub, you will have a key role in bringing together data, analysis, and information to inform various performance reporting and assessment and continuous improvement processes to support the implementation of The Plan for North Lanarkshire and delivery of the linked Programme of Work.
As an integral part of decision making, you will support the council through the development and monitoring of performance indicators, analysis and interpretation of qualitative and quantitative information and identification of trends and issues. This will involve responsibility for proactive analysis of customer behaviour and contact channel drivers, which will underpin the work of the Customer Services Hub.
With the ability to analyse and interpret performance data and information to identify trends and present clear and concise recommendation, you should be educated to degree/SVQ level 4/HND level or equivalent in a relevant discipline with and experience in a research or business based environment.
You will have experience in a performance management and service improvement environment. You should also have experience of facilitating groups of individuals across the organisation and have a positive attitude, a strong customer focus and be able to create and maintain good relationships with customers and colleagues at all levels across the organisation. You will demonstrate a proactive approach with the ability to motivate and develop the culture of the customer service.
The role requires agile working and the ability to travel across North Lanarkshire to support the operational needs of the Hub.
The post holder is required to participate in standby rota which supports the work undertaken during out of hours service.
Working here at North Lanarkshire Council
If you’re considering a career with us, you’ll be keen to know what’s in it for you. We have a great package of benefits available, from health and wellbeing to finances and family. This includes 27 days annual leave and 6 public holidays*, and a wide range of benefits available to you, find out more at work well NL. We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career.