Organisation: Leicestershire County Council
Work Location: Room 300, County Hall Glenfield, Leicestershire, LE3 8RA
Worker Category: Hybrid Worker
Salary: £27,717 - £30,066 per annum
Working Hours: 37
Contract Type: Fixed term until 30th November 2025
Closing Date: 17th November 2024
Interview Date(s): TBC
Do you enjoy a challenge?
Do you have a flair for taking complex instructions and making them appear simple?
About the Role
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!
This post is currently a temporary contract to cover a secondment until the end of November 2025; however, the opportunity may become a permanent position.
For information on our approach to the recruitment of ex-offenders, please see our .
About You
To apply for this post, you must:
1. Have experience in writing creative and engaging content or a genuine flair for communication and language.
2. Have experience in tailoring communication to a diverse set of stakeholders, ensuring the core message is clear and consistent.
3. Have excellent organisation skills and the ability to prioritise a diverse workload with a proven track record of delivering to tight deadlines.
4. Have a strong understanding of customer service and care standards.
5. 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.
6. 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 and will ask you to evidence when you have demonstrated them as part of the selection process.
Reasonable adjustments will be considered for applicants with a disability.
Interested in Flexible Working?
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.
Every role within the Council has a defined working style which determines where they can work. The worker category applicable to this post is detailed in the above advert. You can find out more about our worker categories in the page on our career site.
For more information or an informal discussion, please contact:
Emma Sutton, Employee Service Centre Manager
Telephone: 0116 3052015
Email:
How to Apply
Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality, diversity and inclusion at every level. We warmly welcome and encourage applications from people of all backgrounds, as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services we offer our communities. We particularly welcome applicants from Ethnically Diverse and LGBTQ+ communities and people with disabilities to create a balanced workforce and one that reflects the communities we serve. Applicants with a disability who meet the criteria listed in the 'About You' section above will be offered an interview under the Disability Confident Employer Scheme.
To apply for this job, please click on 'Apply Now'. You will need to upload a supporting statement as part of your application which explains how you meet the criteria listed in the 'About You' section above. For more information, see the section on our career site.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
If you have any technical issues when trying to apply for this post, please contact our Employee Service Centre:.
By applying for this post, you agree to our .