Improvements Assistant

The Employee Service Centre (ESC) is looking to appoint an Improvement Assistant to support some exciting, high-impact projects. Forming part of East Midlands Shared Services (EMSS), the ESC is a dynamic and fast-paced service providing transactional Payroll and HR Administration services for our partners, Nottingham City Council & Leicestershire County Council, along with some external customers. Here at EMSS, no two days are the same, as there is always something new to dive into or focus on to make a difference! The ESC will be launching a new look and feel to our manager self-service system (Oracle Fusion ERP) and introducing AI capability to our Ticket Management System & Support Portal. These projects are essential to the services we offer at EMSS as the pace here is fast - we process over 40,000 payments, produce over 3,000 contractual documents and handle upwards of 2,000 queries every month! As an Improvements Assistant, you'll play a key role in shaping the customer journey by writing and reviewing clear, engaging, and user-friendly guides for our systems. You will collaborate with ESC teams to ensure that all guidance and instructions are accurate and accessible, often translating complex technical details into easy-to-understand and jargon-free solutions. This is a critical role in our service, ensuring a smooth customer experience where all users can confidently navigate their self-service options with ease. If you have a creative touch and a talent for writing clear and concise instructions that truly make sense, then we would love to hear from you. Join us and help make a real difference to the customer experience at EMSS! This post is currently a temporary contract to cover maternity for 9 months. For information on our approach to the recruitment of ex-offenders, please see our .

• Have experience in writing creative and engaging content or a genuine flair for communication and language.
• Have experience in tailoring communication to a range of stakeholders, ensuring the core message is clear and consistent.
• Have excellent organisation skills and the ability to prioritise workload with a proven track record of delivering to tight deadlines.
• Have a strong understanding of customer service and care standards.
• Be competent in the use of ICT systems, including Microsoft Office programmes (Word, Excel, Outlook) and have the ability to quickly learn and understand our Ticket Management and Oracle Fusion ERP systems.
• Be able to utilise continuous improvement methods and techniques to ensure that the customer journey is consistently improved.
• Be able to create, deliver, and evaluate training materials and guidance resources, ensuring they are clear, engaging, and accessible for a wide range of users.
In addition, we also expect you to share 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 . 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 would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

About Leicestershire County Council At Leicestershire County Council, we're committed to making a real difference in people's lives. Our aim is to work with communities and partners to deliver public services that make Leicestershire the best possible place to live and work for everyone. Our employees play a key role in supporting this goal and helping us deliver the vital services we provide to the people of Leicestershire. Whether you're starting your career or looking for your next challenge, you'll find a place with us where your ideas are valued, and your work has purpose. For further information on what it's like to work for us and the benefits we offer, please refer to the following