Relationship Manager, Onboarding & Engagement - Digital Public Services

Job Description

The Improvement Service (IS) is a publicly funded company limited by guarantee, with a total annual budget in the region of £8 Million. We exist to support councils and their partners to improve the health, quality of life and opportunities of all Scottish people through community leadership, strong local governance and the delivery of high quality, efficient local services. Working for the IS means joining a small family of professionals, who work together to strive for continuous improvement in the public sector and ultimately, better outcomes for Scotland’s communities. Our company headquarters are based in West Lothian, located conveniently for commuters between Edinburgh and Glasgow. Pay is only one of the benefits of working for the IS, our terms and conditions are progressive and flexible, and employees are rewarded with a generous annual leave entitlement of forty-one days per year as well as a flexible working policy. The IS is committed to promoting equality and diversity in all its activities to promote inclusive processes, practices and culture. The IS is a Disability Confidence Committed Employer. We are committed to interviewing anyone with a disability who meets the essential criteria.

Requirements

Location: West Lothian Council Civic Centre, Howden South Road, Livingston, West Lothian, EH54 6FF It is anticipated that the role will involve a blended model of office and home working. This flexible approach will be agreed between employee and line manager. Duration: 2 Year Fixed Term (with potential to extend) Hours of Contract: Standard working week is 36 hours Monday to Friday. Hours can be worked flexibly in agreement with the Line Manager. Closing Date: 11 August 2024 Interviews: A competence-based interview will take place week commencing 19 August 2024 (shortlisted candidates will be advised by email in advance of the interview). For more information about competency-based interviews, see our 'Guide to Competency-based Interviews'. You may also find it useful to read our current Business Plan 2024-25

The Individual

Are you looking for a new challenge in Digital Services? If so, we want to hear from you!

This is an exciting new opportunity for a highly capable candidate to join our professional team as a Relationship Manager to lead the Onboarding and Engagement Team, who are responsible for onboarding, growing, and retaining our customer base across several digital products and services within our Digital Public Services portfolio.

Reporting into the Head of Digital Public Services, this senior role of Relationship Manager will be responsible for owning, developing, and nurturing strong relationships with key stakeholders and senior management across Local Authorities, partners, and other public sector organisations.

The Relationship Manager is a key role to build and maintain constructive relationships with our customers, understanding their needs and issues. Once organisations have onboarded, you will work with our customers to ensure they generate the maximum value from our services, by acting as the liaison between the business and our customers to understand their operational and developmental needs, to facilitate a high level of customer satisfaction and inform roadmap developments.

In the capacity of your role, you will work closely with customers to identify changes in business requirements that could impact and improve DPS services and help us retain existing customers at the same time as growing our customer base. You will also have responsibility for ensuring that any changes in business requirements are communicated appropriately within the DPS team to enable assessment and consideration.

Working closely with Local Authorities and Improvement Service colleagues alike, you will manage working relationships to ensure that we can provide a consistent delivery of our services in conjunction with our partners. Challenging existing approaches to this important work, your input will enable our success.

You will look to find ways of improving the effectiveness and responsiveness of your team, be that through the anticipation of the impact emerging issues will have on our work, or the development of our approach to delivering services. You will be a confident and communicative individual who can create effective dialogues with our customers and partners, allowing us to support their important work and influence our product development decisions which can enable us to support the delivery of their outputs.

As this role involves extensive interaction with internal and external stakeholders, excellent interpersonal and communication skills are essential to manage expectations and issues effectively, establishing and maintaining a high level of customer trust and confidence. Also required are strong analytical, organisational, and presentation skills.

You will have the skills and ability to empower the team, ensuring each team member is fully engaged in projects and making a meaningful contribution, and encourage a sustainable pace with high levels of quality.