At a Glance
- Tasks: Help improve services and support customers with clear communication and innovative solutions.
- Company: Join Leicestershire County Council's East Midlands Shared Services team.
- Benefits: Competitive salary, flexible working options, and a supportive environment for personal growth.
- Other info: Dynamic role with opportunities for career advancement and collaboration across teams.
- Why this job: Make a real difference in local government and enhance customer experiences.
- Qualifications: Experience in customer service or HR, strong communication skills, and a passion for improvement.
The predicted salary is between 36621 - 40458 £ per year.
Organisation: Leicestershire County Council
Work Location: County Hall, Glenfield, Leicester, LE3 8RA or Loxley House, Station Street, Nottingham, NG2 3NG
Salary: £36,621 - £40,458 per annum (pro rata for part time)
Working Hours: 37 hours per week
Contract Type: Permanent
Closing Date: 4th October 2026
Interview Date(s): Week commencing 12th October 2026
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?
- 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.
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.
In addition, we also expect you to share our commitment to our values and to delivering accessible and inclusive services which meet the needs of all of our residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process. Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer.
Interested in Flexible Working? We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service.
If you're someone who enjoys improving things, helping people and making a positive impact, we'd love to hear from you. Join East Midlands Shared Services (EMSS) and help us create simpler, better services for the people who rely on them.
For more information or an informal discussion, please contact: Jonathan Allen - Business Change Manager Telephone: 0116 3053740 Email: jonathan.allen@emss.org.uk
How to Apply
At Leicestershire County Council we’re looking for top talent from all walks of life. Whoever you are, wherever you’re from, and whatever your background - we care about what you bring to our organisation, not just what’s on your CV. That’s why we’ve designed a recruitment process that’s fair, accessible, and focused on potential. And with benefits that support people at every age and stage of life, we make sure you can thrive - both personally and professionally.
If you share our passion to make a difference for the people of Leicestershire, we’d love to hear from you. Click the apply button to submit your application, ensuring that you upload a supporting statement that explains how you meet the criteria listed in the ‘About You’ section above. Without this information, we won’t be able to assess your suitability for the role, and your application will be rejected.
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 or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support.
By applying for this post, you agree to our Terms and Conditions.
Improvement Co-ordinator (Customer and Communications) in Leicester employer: Nottingham City Council, Leicestershire County Council, East Midlands Group
Leicestershire County Council is an excellent employer, offering a dynamic work environment where Occupational Therapists can make a real difference in the lives of adults and children. With a strong emphasis on collaboration across health, housing, and social care teams, employees benefit from flexible working arrangements and opportunities for professional growth, making it a rewarding place to advance your career while positively impacting the community.
Contact Details:
Nottingham City Council, Leicestershire County Council, East Midlands Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Improvement Co-ordinator (Customer and Communications) in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nottingham City Council, Leicestershire County Council, East Midlands Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nottingham City Council, Leicestershire County Council, East Midlands Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Improvement Co-ordinator (Customer and Communications) in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nottingham City Council, Leicestershire County Council, East Midlands Group:Your cover letter is your chance to shine! Tell us why you want to work at Nottingham City Council, Leicestershire County Council, East Midlands Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nottingham City Council, Leicestershire County Council, East Midlands Group!
How to prepare for a job interview at Nottingham City Council, Leicestershire County Council, East Midlands Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
