Quality Development Officer, West Lothian Council, 482.03

Job Advert

2 x 36 hours per week, permanent

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 post holders will provide the main point of contact for all Head of Service enquiries and complaints, and acts as the liaison for all enquiries and complaints with staff, elected members and our customers. The post holders will also handle and manage Freedom of Information (FOI) and Subject Access Requests (SARs), ensuring they are processed accurately and meet all statutory timescale. The holder will also provide essential data analysis in regard to all elements of performance.

The post holders will play a key role within the service in the definition, development, maintenance, reporting and implementation of compliance related functions. It will be essential to drive forward service improvement activity to best meet the needs of the service as we seek to continue to improve our approach and outcomes for our customers from what we learn from our analysis.

Key activities within this role are

• Provision and ongoing maintenance of compliance related functions including but not limited to:- enquiry and complaint management, elected member enquiry and complaint management, FOI and SARs management, meter maintenance for frost protection records, maintenance of customer records for those who are under warning indicators/ unacceptable action policy; and development activity in regard to these functions.
• 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 utilising 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.

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