Quality Development Officer at Matchstick Dev – 36 hours per week, 52.14 weeks per year, fixed term for 10 months from start date.
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.
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 HCBS in supporting the council's mission of delivering high‑quality, customer‑focused services.
Key responsibilities include: undertaking specific projects and tasks to ensure the delivery of current and future service and corporate requirements in line with overall priorities; supporting and facilitating the delivery of a culture of continuous improvement with a focus on quality assurance enabling the delivery of high‑quality front‑line services; researching, planning, coordinating and supporting the development and implementation of key service priorities, strategies and initiatives; facilitating service improvements; supporting the performance management process; contributing to 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
* Ensuring 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
* Excellent time management skills
* 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).
Essential 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
Desirable
* 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
For an informal discussion about this post, please contact Margaret Ho by emailing LNKD1_UKTJ.
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