West Lothian Council - Quality Development Officer, West Lothian Civic Centre, 489.03 - INTERNAL APPLICANTS ONLY - WEL08866

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INTERNAL APPLICANTS ONLY

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

• Satisfying our customers
• Achieving excellence across HCBS
• Communicating effectively
• Using professional judgement
• Taking personal pride in the service we deliver

• 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
• Ensure 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

• Degree in relevant discipline or recent relevant equivalent experience (business /service improvement, project management.)

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

Requirements

• 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 Margaret.ho@westlothian.gov.uk