Are you passionate about leading change and improving customer service?
Do you want to help strengthen the services we provide to the food and farming industry and make a positive difference for rural communities through continuous improvement?
If you do, then why not join the Rural Payments agency and be a part of our Customer and Innovation Team as a Continuous Improvement Support Officer?
The Rural Payments Agency (RPA) is an executive agency of Defra and delivers more than £2 billion each year to farmers, landowners and rural businesses. As an Operational Delivery organisation, most of our people work directly with customers and stakeholders to provide essential services that support a healthy and sustainable rural economy.
Further information about the RPA and our work can be found at Rural Payments Agency - GOV.UK
As a Continuous Improvement Support Officer within Rural Payments Agency, you will be responsible for gathering suggestions for improvement and helping to assess and develop opportunities to enhance our processes.
Responsibilities
* Support and lead small improvement and change activities across Service Delivery and wider RPA, helping to deliver better services for customers.
* Act as the voice of the customer by using feedback and evidence to shape improvements and ensure changes meet customer needs.
* Run and support continuous improvement workshops and problem‑solving sessions, using data and insight to identify issues and develop practical solutions.
* Work closely with colleagues in customer contact teams and other improvement teams to share good practice and deliver consistent customer service.
* Communicate clearly with colleagues, stakeholders, and Senior Managers, using different methods to share progress, key findings, and recommendations.
* Help ensure new processes and ways of working are understood, adopted, and embedded into day‑to‑day delivery, offering subject‑matter input where needed.
* Make sound, evidence‑based decisions, escalating issues when required and helping to resolve problems in line with policy and guidance.
* Identify and manage risks, working to tight timescales while keeping accurate records and preparing any required guidance or documentation.
* Handle sensitive information appropriately, following legislation, policy, and data protection requirements.
* Work flexibly and adapt to changing priorities to deliver good outcomes for the Agency and its customers.
* Contribute to a culture of continuous improvement and lead by example. Where applicable, support others through guidance or line‑management duties.
* Take responsibility for ongoing learning and development to maintain and improve professional skills and knowledge.
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