Continuous Improvement Officer in Edinburgh

You will work alongside the Continuous Improvement Manager and project teams to assist with the smooth implementation of new taxes programme and Continuous Improvements (CIMP), into the operational delivery environment. Supporting operational colleagues in improving the delivery of services. Engaging with service users and providing insight through effective data collection. This role is often fast paced, challenging and varied. The role is based within Tax Operations which is formed of six teams. Tax Operations are responsible for responding to queries via the telephony Support Desk, email, and secure messaging services; dispute resolution; working cases to litigation standard including giving evidence at tribunals; issuing penalties; debt collection and issuing repayments. The team continuously initiate and implement change. A core element of the post will be developing, leading and enhancing the delivery of the devolved taxes. Collaborating with the supplier of our online tax system (SETS) to improve both external and internal processes. Working closely with our Business Analyst to ensure options are fully considered and value adding.

We will support you to develop tax knowledge and skills.

• Conduct, coordinate & monitor Tax Operations continuous improvement testing
• Manage the SETS CIMP process including input during requirements gathering, reviewing solution documents and release notes
• Draft, review and accept user requirements and user stories in collaboration with relevant operational team
• Deliver system demonstrations and work collaboratively with colleagues to deliver training to raise knowledge and understanding of changes
• Lead on keeping operational teams informed and engaged throughout periods of discovery, development, testing & adoption into business
• Collaborate with Revenue Scotland colleagues on service improvements from projects, legislative and process change, and continuous improvement
• Develop and draft operational processes and guidance and other relevant products, working with team lead and Project team where appropriate
• Collaborate with Revenue Scotland colleagues to support delivery of Devolved taxes, leading on the planning and design of SETS
• Engage with suppliers and Business Analysts to help articulate service user requirements to meet user needs
• Support Team Leaders and Managers to deliver Revenue Scotland’s Corporate and business plans and Tax Operations projects. Deputise for colleagues where appropriate.

Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on.

• Data and Insight (Working): Able to source, validate and analyse a range of relevant information and data (using data tools like Excel) and then present it to inform decision making. Uses data to regularly evaluate delivery performance (e.g. dashboards) and to highlight trends or risks which could impact service delivery or stakeholders. Ensures team handles data securely and manages data security in line with all legal and organisational requirements.
• Delivery and decision making at speed (Working level): Weighs up and makes decisions within relevant legislation, procedures, policies, protocols, ethics and own authority levels. Provides advice and makes decisions under pressure and in complex scenarios and can explain the rationale with clarity and empathy. Sets clear delivery and service goals for team, ensures people have the information and tools they need and are clear about their decision-making scope and authority.

Experience of working in a change environment, establishing relationships with a wide range of stakeholders to deliver high quality outcomes and value for money.

• Seeing the bigger picture (Level 3)
• Changing and improving (Level 3)
• Managing a quality service (Level 3)

Apply online, providing a CV and Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profile above. Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.

Vacancy closes at 23:59 on Sunday 24 May. If invited for further assessment, this will consist of an interview and a presentation. Assessments are scheduled for w/c 8 June; however, this may be subject to change.

Revenue Scotland is Scotland's devolved tax authority and contributes to Scotland's public services through the taxes we collect. Revenue Scotland is a diverse, high performing organisation that has a reputation for delivering excellence and a commitment to continually improving the way we work while supporting the health, wellbeing, and development of our employees. Revenue Scotland is a great place to develop new skills, and you will be supported in your role with learning and development to enable you to perform at your best.

Our standard hours are 35 hours per week, we offer a range of flexible and hybrid working options. Our hybrid working principles require you to attend your assigned office, Victoria Quay, Edinburgh at least 2/3 days each month. Our hybrid approach supports a blend of home and workplace working, this should be agreed with the line manager to achieve the right balance between collaboration, in-person engagement and flexibility. You can also work from our Glasgow hub office if required.

Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).

We are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them in our candidate guide. Revenue Scotland is a diverse and inclusive workplace, and we want to help you demonstrate your full potential whatever type of assessment is used. The interview and assessment process are primarily conducted in person unless you require a reasonable adjustment. Interview questions will be issued 24 hours in advance. If you require any adjustments during our recruitment process, please let us know via rsrecruitment@revenue.scot.

Revenue Scotland are a Non-Ministerial Office who are part of Scottish Government Main Bargaining unit and have adopted Scottish Government main terms and conditions and pay arrangements. Our staff are part of the UK Civil Service, working to deliver vital public services which improve the lives of the people of Scotland. As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.

As part of any recruitment process, Scottish Government and associated public bodies collects and processes personal data relating to job applicants and applicants for public appointments. Personal information you provide in the recruitment process will be made available to Scottish Government and our additional data processors.

The successful candidate will be expected to remain in post for a minimum of three years unless successful at gaining promotion to a higher Band or Grade. A reserve list of successful candidates may be kept for a period of up to 12 months.