Change & Continuous Improvement Analyst - REQ06785

INTERNAL APPLICANTS MUST APPLY VIA MYSELF 
Please log into your MySelf account for further instructions on how to apply as an internal candidate.
*Fusion Assets, NLP LLP

Customer Service Hub – Change and Continuous Improvement Analyst Post

We have a vacancy for a Change and Continuous Improvement Analyst, working within the Customer Services Hub. The role requires agile working and the ability to travel across North Lanarkshire to support the operational needs of the Hub.

The duties of the post will be to develop solutions, adjust processes and adapt as staff transition into the Hub and continually review and improve service delivery. You will support the Customer Services Team to assist in the implementation of Continuous Improvement capability to enhance operational and cultural ways of working.

You will have moderate experience of working in a busy Business, Finance or Customer focused environment in an operational support role. Experience in Change Management, problem solving and driving channel shift are essential for the role. As well as excellent communication and IT skills you will also have experience of managing and reviewing performance to achieve objectives.

Strong analytical and influencing skills and a qualification to SVQ3 or HNC level are also essential.

You will demonstrate a positive, proactive approach with the ability to motivate and develop the culture of customer service. 

35hrs Monday to Friday

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. 

For more information on local authority careers visit the myjobscotland career hub 

North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy. 

Click here to see our Recruitment Charter. 

*For all casual/sessional roles, you will receive 12.1% of your hourly rate for every hour worked in total recompense for annual leave, including public holidays. These rates will be indicated separately on your payslip.  You will only be paid for the hours that you work. 

North Lanarkshire Council has reached its current allocation of Certificates of Sponsorship and, as a result, we are unable to provide visa sponsorship at this time. 

We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description. 

We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description. 

North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification/job description. This is one way North Lanarkshire is demonstrating our commitment to supporting Care-Experienced People. 

The Plan for North Lanarkshire is to be the place to live, learn, work, invest and visit. The Council recognises that work is an important part of adult life and is critical to our wellbeing and shaping how we live. The Fair Work Convention’s Framework defines Fair Work as work that offers effective voice, fulfilment, opportunity, respect and security. We believe Fair Work can boost creativity, realise untapped potential and increase productivity. To find out more click on the link. 

Alternative Application Packs can be requested in other formats for example, Large Print, Braille, and Audio. To request an alternative Application Pack please phone 01698 403151. 

The following link contains our Easy Read documents which will help explain the process and what happens during the selection process: Easy Read – My NL 

***PLEASE NOTE WE DO NOT ACCEPT CVS IN PLACE OF THE APPLICATION FORM. TO BE CONSIDERED FOR THIS VACANCY YOU MUST ENSURE AN APPLICATION FORM IS SUBMITTED. ANY CV SUBMISSIONS WILL BE DISREGARDED.*** 

Please note: We are aware that some applicants may have experienced issues with MyJobScotland following recent website upgrades. If you experience any problems, please review the FAQs in the first instance: MyJobScotland Known Issues and FAQs.

If you are still unable to resolve the issue, including difficulties opening attachments or submitting your application, please contact ESC-RecruitmentTeam@northlan.gov.uk and we will be happy to assist.