Senior Service Development Officer - Req24141

Internal vacancy. Applications will only be considered from existing Leeds City Council employees.

The Business Support Centre (BSC) customer services team is looking to appoint a permanent Senior Service Development Officer. The BSC is part of the wider Shared Services which includes the Business Administration Service (BAS).

About the team

The BSC Customer Services team are responsible for ensuring we provide excellent, cost effective services to over 40,000 customers across the region. We’re a busy team with a wide range of responsibilities – we get involved in activities such as: 

• Supporting Shared Services with project developments to improve the ways in which we work
• Delivering successful change management activity to support Service Developments and improvement
• Undertaking process reviews and manage and deliver customer focussed activities including workshops, briefings, communication and training activities 
• Marketing and promotion of Shared Services
• Managing service level provision and customer liaison
• Managing traded service arrangements for customers
• Organising and running events to showcase and promote the work of Shared Services
• Providing important news and information to our staff and customers in a variety of different ways
• Designing training and communications using Adobe and InDesign software
• Ensuring that Shared Services provides a modern, efficient, competitive, cost effective service

About the role

We need someone who can work as part of our team to contribute to supporting us with our existing workloads and who can help us to support Shared Services in moving forward with further developments in terms of more online, modern ways of working; which will improve our customer’s experience of working with us. 

We’re looking for someone to join our team who has experience of:

• Successfully delivering change
• Process mapping
• Project scoping and implementation
• Business improvement
• Managing resistance to change
• Delivering effective communications
• Producing training material
• Delivering excellent customer service and providing customer focussed solutions 
• Analysing data to inform decision making 

 We would like an individual who:

• Can work as part of our team
• Has a very customer focussed approach
• Has a positive outlook on change
• Understands the benefits of modern, paperless processes
• Has experience of meeting deadlines
• Can work under pressure
• Has good influencing and negotiating skills 
• Has excellent communication skills
• Has excellent Microsoft Excel and Word skills
• May have experience of design software – Adobe, Photoshop (not essential)

In return, we can provide:

• Experience of working on high profile council wide projects
• Experience in working in a fast paced varied team
• Support and training on all key elements of the role

If you have any queries or would like to have an informal discussion about the role, please contact Sue Petty on 0113 3787863 or email sue.petty@leeds.gov.uk 

We promote diversity and want a workforce that reflects the population of Leeds and the communities we serve. Leeds City Council is an Inclusive employer, ranked 70 on the Stonewall top 100 employers 2023 list. We are also an Age friendly employer, a Mindful employer and a Disability Confident leader.

All new Leeds City Council appointments are made subject to the satisfactory completion of a six month probationary period. 

This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK  - either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa. If you do not have the right to work in the UK and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.

Job Description

Job purpose

Shared Services consists of over 1,000 employees in the Business Support Centre and Business Administration Service. Both of these services provide administration support activities to a wide range of teams and services across the council.

We help the council to streamline operations by redesigning processes, reviewing models of delivery to enable better sharing of resources and exploiting existing or introducing new technology to modernise the way we work.

Our staff use a range of computer programmes and systems to support services which include those working with teams based across the council in a number of different administration roles.

This role is working in the Service Development team which is responsible for ensuring we provide excellent, cost effective services to over 40,000 customers across the region. You will be involved in undertaking process reviews to deliver successful change management activity in support Service Developments and improvement across Shared Services, along with managing and delivering customer focussed activities including workshops, briefings, communications and training activities.

Responsibilities 

• Support the development and delivery of new projects and work streams across Shared Services via training and communications and the production of associated materials to meet the needs of the customer.
• Support the delivery of an effective and efficient customer service to ensure customer needs and service standards are met proactively and assist in driving customer focussed improvement initiatives.
• Support the traded services management arrangements including, issuing and monitoring contracts, service level agreements, customer feedback mechanisms, service standards and performance measurements and reporting. 
• To review existing processes and make recommendations and implement changes to improve the way in which we deliver our services.
• To confidently undertake and manage staff engagement activities such as process reviews, workshops and briefings to support successful change implementation.
• To implement and roll out new systems and technology, engaging in product testing, end user training and production of associated training materials.
• To support contract managers across Shared Services to support in the delivery, implementation, training and communications to employess and service users following the awarding of a new contract.
• To develop and disseminate information and communications to customers and other stakeholders in relation to system and Service Developments using a variety of methods e.g. customer portal, meetings, InSite, presentations/briefings.
• Analyse and collate data for the provision of accurate management information and production of reports. .
• A commitment to personal development and to keep informed of legislative policy changes.
• Knowledge and experience of adhering to procedures and legislation relating to confidential information and financial regulations.
• Experience of using IT applications and systems to produce, record analyse and evaluate information.
• Knowledge and experience of legislative business, financial, audit and operational requirements of the service, and the impact on its day-to-day work.
• Work flexibly and move within service areas – working at different locations depending on service demand
• Willing to abide by the Council’s Equal Opportunities and Health and Safety Policies.
• Willing to actively participate in training and development activities to ensure up to date knowledge, skills and continuous professional development.
• The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.

Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post. Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.

Skills Required

• Well-developed experience of working with a wide range of people including face-to-face, telephone and written communication skills – including the processes for dealing with and sharing confidential and complex information. (A/I)
• Working with high levels of accuracy with a good attention to detail.(A/I)
• Ability to work using own initiative and in a proactive manner to ensure that service strategies and objectives are achieved. (A/I)
• Able to build and maintain positive and effective working relationships with all stakeholders including colleagues and service users. (A/I)
• Able to express ideas and concepts clearly with the ability to communicate effectively with a wide range of people at different levels across the Council and external organisation confidently, persuasively and authoritatively. (A/I/T)
• Able to contribute towards developing and implementing service improvement activities and processes within Shared Services. (A/I/T)
• Able to analyse and interpret information and statistics and provide appropriate solutions and strategies. (A/I)
• Ability to contribute towards the development of effective training strategies and plans. (A/I/T)
• Ability to contribute towards the development of an effective communication strategies and plans (A/I/T)
• Able to use standard I.T. desktop packages. (A/I)

Experience

• Experience of working as part of a team and contributing to its development with suggestions for new ways of working. (A/I)
• Experience of working on your own, managing your own workload and using your initiative to adhere to time scales and deadlines. (A/I)
• Experience of using IT applications and systems to produce, record and evaluate information.(A/I)
• Educated to degree level or with the relevant level of experience.(C/I)
• Experience and understanding of the importance of providing excellent customer services and experience of dealing positively with challenging situations. (A/I)
• Experience of managing people and people issues effectively and positively.
• Experience of setting objectives, aims, targets and developing strategies and actions plans to achieve them. (A/I)
• Experience of developing, establishing, reviewing and improving communication channels and publicity activities. (A/I)
• Experience of establishing and maintaining effective working relationships with customers and colleagues. (A/I)
• Able to demonstrate a successful track record of developing and/or deploying new systems, processes and procedures within a quality framework. (A/I)
• Experience of developing and delivering training solutions to meet customer needs and achieve service objectives. (A/I)
• Experience of preparing and delivering presentations to varied audiences. (A/T)

Knowledge

• Knowledge and experience of adhering to procedures and legislation relating to confidential information and financial regulations. (A/I)
• An understanding of legislative business and organisational requirements of the service and the impact on the day to day work. (A/I)
• An understanding of audit requirements in relation to the delivery of the service. (A/I)
• Practical working knowledge of approaches to effective communication and training activities. (A/I)
• An understanding of customer management.

Essential Behavioural and other Characteristics 

• Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
• Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
• Able to understand and observe Leeds City Council equality and diversity policies.
• Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
• Willingness to actively participate in training and development activities. 
• Flexible and adaptable to change to assist other services as required commensurate to grade. 
• Participate in appraisal, training, and development activities.
• Be aware of and comply with Leeds City Council policies and procedures.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies of Leeds City Council. 
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person.
• The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.

Desirable requirements It is desirable that the candidate should be able to demonstrate the following criteria for the post.  Candidates are not required to meet all the desirable requirements however these may be used to distinguish between candidates. 

• Able to use a suite of design software including InDesign, Photoshop and Captivate (A)
• Knowledge of the key computer applications used within the BSC (e.g. SAP, FMS, PAL and Civica) A/I
• An understanding of service level agreement arrangements for traded services.