Business Improvement & Systems Officer

The Development Team supports key business applications across the Customer Experience and Communications Service including Council Tax, Business Rates and Benefits including Social Care Finance. The team is responsible for managing, co-ordinating and developing key IT systems including procurement and training and facilitating the implementation, development and support of these systems to help improve service delivery. Use your technical expertise to improve services that make a real difference to residents. This is an exciting opportunity to join our team. We are looking for a Business Improvement and Systems Officer to assist in the management and development of IT systems and processes which are used to deliver front line activities. Reporting to the Development Manager, the successful candidate will work closely with colleagues in the Development Team and across the Council. The goal of the team is to ensure the successful development and maintenance of relevant systems to meet current and future service needs and provide the highest possible level of support for system users and customers. The systems will be particularly in support of, but not limited to, Council Tax, Business Rates, Financial Assessment, Financial Protection, Direct Payments and Benefits activities. What you'll get to do:

• Support the delivery of high-quality services for customers, colleagues and partner organisations, ensuring processes are effective, accurate and customer-focused.
• Play a key role in the management, development and continuous improvement of Revenues, Benefits and Social Care Finance systems, processes and procedures.
• Identify opportunities to improve business processes and implement innovative solutions in response to legislative, policy and operational changes.
• Work closely with a range of stakeholders, including software suppliers, the Department for Work and Pensions (DWP) and internal service teams, to support system performance and service improvements.
• Monitor and maintain system data, ensuring records remain accurate, reliable and up to date.
• Lead or support system upgrade projects, developments and testing activities. This is to ensure business-critical software continues to meet service needs, enhance service delivery, efficiency and customer outcomes.
• Produce and analyse financial, performance and statistical information to support informed decision-making.
• Share your knowledge and expertise by delivering training to small groups, developing learning materials and supporting the development of colleagues.
• Develop and maintain an understanding of Revenues, Benefits and Social Care Finance legislation, regulations, guidance and Council policies, helping the service remain compliant and responsive to change.
  
  5 GCSE passes at Grade 4 or above (or equivalent) including Maths and English.
• Experience of using and supporting business IT systems, including maintaining system data, investigating issues and producing management information or reports.
• Strong analytical and problem-solving skills, with the ability to interrogate data, identify trends and ensure information is accurate and reliable.
• Experience of delivering peer to peer training in small groups, including explaining processes, developing guidance and sharing knowledge.
• Strong IT skills, including proficiency in Microsoft Office applications and confidence using complex computerised systems.
• The ability to manage competing priorities and contribute to projects, supporting service improvements and system developments from planning through to implementation.
• Excellent communication and teamwork skills, with the ability to build positive relationships with colleagues, stakeholders and external partners while also working independently when required.
• Awareness of Revenues, Benefits, Social Care Finance or a related local government service, with a good understanding of associated legislation, processes and procedures.
  
  Do you want to help make Gateshead a place where everyone thrives? If that sounds like you, keep reading - we might be the perfect match.
We're delighted that you're interested in working with us. You'd be joining us at a very exciting time. We pride ourselves on our ambitious and forward-thinking approach to taking care of Gateshead and its people, and we passionately believe that our employees reflect that spirit in truly enabling Gateshead to thrive. At Gateshead Council you'd be a highly valued member of a team that recognises and respects the skills that you bring to your role, encourages creativity and passionately advocates a great work / life balance. Our actions speak louder than words, and with flexi-time and hybrid working available across many of our roles, as well as a full suite of outstanding employee benefits, we're confident that it isn't just the salary that attracts our staff. Use your skills to support services that directly impact our communities.


• Competitive Salary: We offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: We don't just offer a great salary - we invest in your future too. Find out what benefits a Local Government Pension provides: https://twpf.info
• Generous Annual Leave: Enjoy 28 days of annual leave, rising to 32 days after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days.
• Flexible Working Hours: Benefit from up to 26 flexi days per year (subject to business needs), giving you more control over your time.
• Hybrid & Flexible Working: We support a healthy work-life balance with flexible and hybrid working options.
• Learning & Development: Access a wide range of training, development, and progression opportunities to help you grow your career.
• Health & Wellbeing Support: From discounted gym memberships through our partner GLL to mental health resources, we care about your wellbeing.
• Cycle to Work Scheme: Save money and stay active with our tax-efficient cycle to work programme.
• Electric & Hybrid Car Scheme: Get behind the wheel of a brand-new electric or hybrid vehicle through our salary sacrifice car scheme in partnership with NHS Fleet Solutions - a cost-effective, environmentally friendly way to drive (after 12 months service).
• Exclusive Discounts & Salary Sacrifice: Through our VIVUP employee benefits platform, enjoy discounts on shopping, travel, and services - plus salary sacrifice options on white goods, electronics, and more, helping you spread the cost of essential purchases (after 6 months service).