Service Development Officer, West Lothian Civic Centre, 507.88

Job Advert

36 hours per week, 52.14 weeks per year, Permanent

This is a key post within Housing, Customer and Building Services having responsibility for service development and improvement. You will provide valuable support to the leadership of the service.

You will have excellent research and analytical skills to assess information, identify requirements and propose solutions.

A customer focused approach is essential as you will have responsibility for leading on the service’s Customer Excellence Standard, WLAM and Scottish Housing Regulator Annual Return Charter. You will also have responsibility for service communication and organisation of the schedule of committee services reporting.

The post carries line management responsibilities for the service improvement, systems administration, customer experience and Landlord Registration functions and staff undertaking this work. This requires a solid working knowledge of current HRA policies and practice.

You will lead on a wide range of service development projects to improve outcomes and performance in line with corporate, regulatory and service priorities.

You will plan, review and co-ordinate service communications across a range of methods and platforms.

Performance and Change Service – Our aims

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

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

Qualifications

• Chartered Institute of Housing Level 2 or equivalent, or recent relevant experience of working in a frontline customer focused/housing environment.

Experience

Essential

• Ability to manage a range of activities and work to tight deadlines.
• Experience of implementing change and improvements using a customer focused business approach.
• Strong communication, negotiation and presentation skills.
• Ability to foster and maintain strong relationships.
• Knowledge and Experience of LEAN/AGILE process mapping/Service design
• Ability to manage data analysis process and derive recommendations from the information.
• Ability to manage a range of activities and work to tight deadlines.
• Experience of implementing change and improvements using a customer focused business approach.
• Strong communication, negotiation and presentation skills.
• Ability to foster and maintain strong relationships.
• Ability to manage data analysis process.

Desirable

• Experience of working on cross-service projects.
• Understanding of WLC corporate priorities and outcome-based service delivery strategies.
• Ability to produce high level management information, process maps, reports and plans.
• Project management experience.
• Experience of working in the public sector.
• Experience of working with service users and working groups.
• Recent experience of working in a housing environment.
• Knowledge of council systems such as MRI Open Housing, Verint CRM, Objective and the Microsoft 365 Package including Power BI.

Behaviours and Competencies

• 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.