Job Advert
This as a secondment to cover maternity leave from 10 September 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
1. Satisfying our customers
2. Achieving excellence across HCBS
3. Communicating effectively
4. Using professional judgement
5. Taking personal pride in the service we deliver
Behaviours and Competencies
6. Ability to manage own workload and contribute to agreed objectives
7. Adept at removing the barriers that get in the way of delivering excellent customer service
8. Creating an environment of trust
9. Ensure two-way dialogue with customers and colleagues
10. Finding creative solutions for customers
11. Good listener
12. Good communicator both internally and externally
13. Good interpersonal and negotiating skills
14. Ability to use own initiative
15. Self-aware and self-motivated to realise your full potential
16. Excellent time management skills
17. Computer/digitally literate
18. Ability to take responsibility for own learning and continuous improvement
19. Ability to represent HCBS in a positive and effective manner
20. Take responsibility for delivering excellent performance results
21. Good attention to detail and high degree of accuracy in work
22. Committed to own personal development
23. Committed to pursuing excellence in line with the WLC culture and values
24. Flexible, adaptable and able to work under pressure
Qualifications
25. Degree in relevant discipline or recent relevant equivalent experience (business /service improvement, project management.)
Requirements
Experience
Essential
26. Significant experience in undertaking research and preparing documents to a high standard
27. Proven experience in project management, service improvement
28. Strong communication, negotiation and presentation skills
29. Knowledge and Experience of Agile/Process Mapping/Service Design
30. 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
31. Ability to manage priorities and workload and deliver to strict deadlines. Ability to work under pressure.
32. Strong negotiation and problem-solving skills
33. Core IT skills
Desirable
34. Knowledge of performance management systems, information systems and associated reporting tools.
35. Knowledge of relevant regulatory frameworks and compliance standards (e.g., WLAM, Customer Service Excellence).
36. Experience working in a public sector environment