Improvement Co-ordinator (Customer and Communications)

Do you enjoy solving problems?

Do you enjoy making things better?

Do you enjoy helping people?

We're looking for an enthusiastic and proactive Improvement Co-ordinator to join East Midlands Shared Services (EMSS).

You may have experience in customer service, communications, administration, HR, finance, payroll or project support.

Why join EMSS?

At EMSS, you'll join a supportive team that values ideas, collaboration and personal development. You'll have the opportunity to:

• Make a real difference to services used across local government
• Work on meaningful improvement projects
• Develop valuable skills in communication, service improvement and change
• Build relationships across a wide range of teams and organisations
• Grow your career in a supportive environment
• Contribute to a culture that puts customers first

About the role

No two days will be the same, but you'll spend your time:

Improving services - gathering ideas and helping to turn them into changes that make services simpler, faster and more effective.

Supporting customers - ensuring our customers receive clear, consistent and helpful information, improving their customer experience to meet their needs.

Communicating change - creating and delivering communications about changes, updates and improvements.

Working with people - building positive relationships with colleagues, partners and customers to understand challenges, identify solutions and support improvements.

Learning and supporting others - creating guidance, training materials and resources that enable colleagues to deliver excellent service.

We have offices at County Hall, Glenfield, LE3 8RA and Loxley House, Nottingham, NG2 3NG.

About you

• You will hold an NVQ Level 4 or equivalent qualification or an equivalent level of appropriate experience as shown below;
• Experience within a Finance, Payroll and/or HR processing background. With a strong customer focus - you care about delivering a positive experience and making services easier for people to use.
• Excellent communication skills. You can communicate clearly, both verbally and in writing, to explain information in a way that others can easily understand. You will have strong relationship building skills, enjoy working with people, building trust and collaborating across teams.
• Experience planning and successfully implementing improvements and preparing and delivering training, with excellent organisation and attention to detail.
• Proven ability to initiate, plan, and successfully implement service improvements, identifying opportunities to streamline processes, improve efficiency, and enhance the customer experience.
• Proficient in the use of office technology and integrated HR and payroll systems, with detailed knowledge of payroll and HR processing tasks, ensuring work is completed efficiently, accurately, and in line with compliance requirements. You will be able to analyse issues, identify solutions and help make positive changes happen.
• Strong knowledge of customer care standards, improvement methodologies, and HR/Payroll best practice, including statutory and legislative requirements.