At a Glance
- Tasks: Lead service development projects and improve customer experience in a dynamic environment.
- Company: West Lothian Civic Centre, committed to excellence and community representation.
- Benefits: Permanent position with 36 hours per week and opportunities for personal development.
- Other info: Diverse workforce encouraged; great opportunity for career growth.
- Why this job: Make a real difference in housing services while developing your skills.
- Qualifications: Experience in customer-focused environments and strong analytical skills required.
The predicted salary is between 28350 - 34650 £ per year.
36 hours per week, 52.14 weeks per year, Permanent
This is a key post within Housing, Customer and Building Services having responsibility for service development and improvement. You will provide valuable support to the leadership of the service.
You will have excellent research and analytical skills to assess information, identify requirements and propose solutions. A customer focused approach is essential as you will have responsibility for leading on the service’s Customer Excellence Standard, WLAM and Scottish Housing Regulator Annual Return Charter. You will also have responsibility for service communication and organisation of the schedule of committee services reporting.
The post carries line management responsibilities for the service improvement, systems administration, customer experience and Landlord Registration functions and staff undertaking this work. This requires a solid working knowledge of current HRA policies and practice.
You will lead on a wide range of service development projects to improve outcomes and performance in line with corporate, regulatory and service priorities. You will plan, review and co-ordinate service communications across a range of methods and platforms.
Performance and Change Service – Our aims
- Satisfying our customers.
- Achieving excellence across HCBS.
- Communicating effectively.
- Using professional judgement.
- Taking personal pride in the service we deliver.
We are keen to employ a diverse workforce that reflects the people of Scotland. We welcome applications from all backgrounds and particularly from groups currently under-represented, including people with disabilities, those from minority ethnic communities or from socio-economically disadvantaged backgrounds.
For an informal discussion about this post, please contact Kirsty Weir by emailing Kirsty.Weir@westlothian.gov.uk
Qualifications
- Chartered Institute of Housing Level 2 or equivalent, or recent relevant experience of working in a frontline customer focused/housing environment.
Experience
Essential
- Ability to manage a range of activities and work to tight deadlines.
- Experience of implementing change and improvements using a customer focused business approach.
- Strong communication, negotiation and presentation skills.
- Ability to foster and maintain strong relationships.
- Knowledge and Experience of LEAN/AGILE process mapping/Service design.
- Ability to manage data analysis process and derive recommendations from the information.
Desirable
- Experience of working on cross-service projects.
- Understanding of WLC corporate priorities and outcome-based service delivery strategies.
- Ability to produce high level management information, process maps, reports and plans.
- Project management experience.
- Experience of working in the public sector.
- Experience of working with service users and working groups.
- Recent experience of working in a housing environment.
- Knowledge of council systems such as MRI Open Housing, Verint CRM, Objective and the Microsoft 365 Package including Power BI.
Behaviours and Competencies
- Ability to manage own workload and contribute to agreed objectives.
- Adept at removing the barriers that get in the way of delivering excellent customer service.
- Creating an environment of trust.
- Ensure two-way dialogue with customers and colleagues.
- Finding creative solutions for customers.
- Good listener.
- Good communicator both internally and externally.
- Good interpersonal and negotiating skills.
- Ability to use own initiative.
- Self-aware and self-motivated to realise your full potential.
- Excellent time management skills.
- Computer/digitally literate.
- Ability to take responsibility for own learning and continuous improvement.
- Ability to represent HCBS in a positive and effective manner.
- Take responsibility for delivering excellent performance results.
- Good attention to detail and high degree of accuracy in work.
- Committed to own personal development.
- Committed to pursuing excellence in line with the WLC culture and values.
- Flexible, adaptable and able to work under pressure.
Service Development Officer, West Lothian Civic Centre, 507.88 - WEL10688 in Livingston employer: West Lothian Council
West Lothian Council is an excellent employer, dedicated to fostering a supportive and inclusive work environment that prioritises employee development and well-being. At Polkemmet Primary School, you will be part of a forward-thinking team that values diversity and offers flexible working arrangements, ensuring that you can thrive both personally and professionally while making a meaningful impact on the lives of children in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Service Development Officer, West Lothian Civic Centre, 507.88 - WEL10688 in Livingston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at West Lothian Council. 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 West Lothian Council 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 Service Development Officer, West Lothian Civic Centre, 507.88 - WEL10688 in Livingston
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 West Lothian Council:Your cover letter is your chance to shine! Tell us why you want to work at West Lothian Council 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 West Lothian Council!
How to prepare for a job interview at West Lothian Council
✨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.
