Job Description

Job Introduction

Quality & Improvement Specialist (The Hub)

Salary - 36,363 - 40,777 (Grade 6)

Hours - 37 hours per week

Contract type - full time, permanent

Work Style - Flexible: working from home and within a council location

We are seeking a self-motivated and enthusiastic Quality & Improvement Specialist to join us to be a key member of the Quality & Improvement Team within The Hub. This will be in a multi-service provider environment, supporting Banking, Payments. Payroll and People Services transactional services, with a demanding and challenging workload so an ability to learn quickly and manage short, medium and long term tasks and projects on a daily basis is essential.


We have set ourselves high standards and you will work with customers and colleagues to inspire excellence, drive performance and be a lead change agent for the service(s). You will promote quality and improvement and lean practices to exceed customer & colleague expectations.


You will be required to be the exemplar for a high standard of customer service within The Hub, inspiring others to achieve the same and ensuring we exceed our customers expectations.


You will be responsible for identifying solutions to ensure continuous improvement across The Hub including managing compliments and complaints, provision and maintenance of processes, standards, training & development, & customer/stakeholder communications & engagement. You will also be required to support the administration our Customer Request Management System.


You will require excellent communication skills and advanced MS Office ICT skills, especially in excel, word and outlook, and the ability to develop yourself quickly to keep up with change.


Successful applicants will be expected to complete a presentation at interview and complete assessments leading into the interview to assess their skills and suitability for the role.


For full details of the responsibilities and requirements of this role please see the attached and Person Specification.


Should you wish to discuss this opportunity further, please contact Julie Dixon on 01902 554456 between 08:30-16:30 Mon-Fri.

Our working arrangements

All council roles are allocated to either a fixed, field or flexible work style. Some roles are agile which enable and empower employees to maximise their performance and productivity, whilst maintaining a healthy work life balance. Roles with a fixed workstyle work in a fixed permanent council location. Roles with a field workstyle are usually allocated where employees are required to be out working in the community with a minimum requirement for 'touch down' space at any council location. Roles with a flexible workstyle have a flexible base location to meet the needs of the business and employees can work from a mixture of home or any council office, partner/client, or external location, as required to meet service requirements.


Please refer to the for further information on the workstyle assigned to the role you are applying for.


For more information about working for our organisation including the culture of the Council, the Council plan and vision, staff equality forums, core HR policies and much more please click

here

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Diversity

We are committed to building a workforce that is reflective of the diverse community we serve. We want to attract the best applications from people of all backgrounds and underrepresented groups because we strongly believe in adding value through diversity, inclusion, and equality. Our employees enable us to deliver services that are accessible, inclusive, and reflective of Wolverhampton residents.


Our status as a Disability Confident Employer showcases our commitment to people with disabilities or health conditions, advocating for their opportunities and potential.


We've received the Stonewall Gold Award, emphasising our dedication to the LGBT+ community by nurturing an inspiring, inclusive, and equal workplace.


As of March 2023, the RACE Code Quality Mark signifies our active engagement with racial equality. These recognitions validate our continuous efforts towards fostering an inclusive work environment that respects and values our diverse employees.


As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the essential criteria for the post.


We encourage, inspire and value an inclusive culture here at the council where employees can flourish, thrive and be themselves. We have four staff equality forums for employees to join. These help to ensure our employees have a voice, they feel empowered to speak up and where everyone is treated with respect - Learn more about the staff equality forums

here

Recruitment of Ex-Offenders

We are committed to the fair treatment of all our employees, potential employees, or users of our service regardless of offending background. The Council uses the Disclosure and Barring Service (DBS) for any vacancies that require a DBS check to obtain information about applicants to assess their suitability for employment in positions of trust. We do not discriminate unfairly against any individual on the basis of a conviction or any other information revealed as a result of a DBS disclosure -

Learn more here

Employment Information & Support

If you are considering applying for an apprenticeship or a role where the salary is (Grade 2-5), and would like to visit us to learn about the application, interview process and what it is like to work for the council, please click on this link to find out more -

Learn more here