Quality Development Officer, West Lothian Civic Centre, 510.45

Job Advert

36 hours per week, 52.14 weeks per year, Fixed Term until 31 March 2027

Housing, Customer and Building Services (HCBS) is a critical and wide-ranging service. Our goal is to provide quality, sustainable housing and housing management functions as well as continuing to provide efficient and effective customer and community services.

As part of the Performance and Change service within HCBS, this role involves close partnership working with the Improvement Team, Service Development Officers, Systems Admin and our Customer Experience Team to shape service developments and improvements across the service to improve customer service delivery.

The role involves continuous improvement in service delivery across HCBS through utilising a range of service development methods. You will ensure the service is prepared to meet all requirements of regulatory and corporate frameworks and standards and will undertake the provision and maintenance of quality assurance functions for HCBS covering both operational and strategic service delivery activity.

This role will be involved in a wide range of development projects to improve outcomes and performance in line with corporate, regulatory and service priorities. You will be required to enable and contribute to the planning and development of the work of the Improvement Team within Performance and Change, including assessment and review functions, performance, research and analysis and customer involvement.

You will also review and contribute to service communications across a range of methods and platforms using insights from customer enquiries, complaints and feedback.

Key activities within this role are

• The post holders will provide the main point of contact for all customer engagement activities.
• The holder will also provide essential data analysis in regard to all elements of performance.

• Ensuring relevant correspondence, reports, and service input to corporate reporting is completed to deadlines and to a high standard.
• Development of systems of monitoring, analysis and reporting to monitor and improve the service performance related to compliance functions.
• Working closely with the head of HCBS, the Chief Executive office, elected members, the senior management team and all staff across the service and wider council in seeking appropriate resolutions.
• Promoting a high level of customer service and compliance in the daily interactions with HCBS staff in managing Head of Service complaints, SPSO cases, FOI’s, SAR’s and customer care issues.
• Development of new strategies, processes and initiatives using best practice in the field to support and drive forward learning and improvement activity from analysis and monitoring performance, outcomes and feedback.
• Communicating information, guidance and utlising sound judgement to ensure compliance to standards and deadlines, and to achieve good decisions and desirable and fair outcomes when managing complex cases.
• Working with the wider Performance and Change Team to ensure customer views, improvement actions and feedback are utilised to full effect in effective service development activity.
• Representing the service at practitioner level and corporate groups across WLC.

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.

For an informal discussion about this post, please contact Kirsty Weir by emailing Kirsty.Weir@westlothian.gov.uk