The Employee Service Centre (ESC) is looking to appoint an Improvement Assistant to support some exciting, high-impact projects over the next 12 months. Forming part of East Midlands Shared Services (EMSS), the ESC is a dynamic and fast-paced service providing transactional Payroll and HR Administration services for our partners, Nottingham City Council & Leicestershire County Council, along with some external customers. Here at EMSS, no two days are the same, as there is always something new to dive into or focus on to make a difference! Over the next 12 months, the ESC will be launching a new Ticket Management System & Support Portal along with a new look and feel to our manager self-service system (Oracle Fusion ERP). These projects are essential to the services we offer at EMSS as the pace here is fast - we process over 40,000 payments, produce over 3,000 contractual documents and handle upwards of 2,000 queries each and every month! As an Improvement Assistant, you'll play a key role in shaping the customer journey by writing and reviewing clear, engaging, and user-friendly guides for our new systems. You will collaborate with ESC teams to ensure that all guidance and instructions are accurate and accessible, often translating complex technical details into easy-to-understand and jargon-free solutions. This is a critical role in our service, ensuring a smooth customer experience where all users can confidently navigate their self-service options with ease. If you have a creative touch and a talent for writing clear and concise instructions that truly make sense, then we would love to hear from you. Join us and help make a real difference to the customer experience at EMSS!, We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below. This may include requests for term-time working, part-time hours, compressed hours, flexible start and finish times, home/remote working, etc.
* Have experience in writing creative and engaging content or a genuine flair for communication and language.
* Have experience in tailoring communication to a diverse set of stakeholders, ensuring the core message is clear and consistent.
* Have excellent organisation skills and the ability to prioritise a diverse workload with a proven track record of delivering to tight deadlines.
* Have a strong understanding of customer service and care standards.
* Be competent in the use of ICT systems, including Microsoft Office programmes (Word, Excel, Outlook) and have the ability to quickly learn and understand our Ticket Management and Oracle Fusion ERP systems.
* Be able to utilise continuous improvement methods and techniques to ensure that the customer journey is consistently improved.
You must also have an understanding of, and commitment to, equal opportunities, and the ability to apply this to all situations. In addition, we also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the selection process., Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.