Continuous Improvement Officer

Kensington and Chelsea, London (Greater)
£38,800 - £52,600 per annum
07 Sep 2020
20 Sep 2020
Job role
Contract Type
Full time

We are seeking a Continuous Improvement Officer to join the Strategy and Development team.

As a Continuous Improvement Officer, you will be responsible for driving forward service improvement and transformation within the Customer Delivery division. The focus will be on ensuring our processes and systems work efficiently for our residents.

You will champion continuous improvement throughout the department, helping teams to apply different methods and approaches to service improvement, including but not limited to Lean, Systems Thinking, Service Design, Six Sigma, etc. You will facilitate and lead service improvement reviews working collaboratively with managers, teams and colleagues throughout the Council.

You will lead on activities such as data discovery, demand analysis, customer journey mapping, end-to-end process mapping and improvement and root cause analysis, with a range of services and teams.

The post will report to the Head of Strategy and Development within the Customer Delivery division.

For more information about the role, please see the full Job Description.

About You:

Do you have excellent stakeholder management skills and experience and expertise in Lean or similar business improvement techniques? Are you able to collaborate with people across disciplines and organisational boundaries and demonstrate a genuine commitment to customers? If so then join us on this exciting journey!

We are looking for an individual who is caring, demonstrates respect, integrity, works well as part of a team and always strives for excellence in everything they do. Help us make sure our council services provide people with effective, compassionate, high-quality service and encourage our services to improve.

As a well-rounded expert in Lean practices, you will develop an understanding of the end to end performance of the business value streams, carrying out regular diagnoses, and identifying initiatives for optimisation. We need a Lean Practitioner who will lead and support the delivery of improvement initiatives aligned with council priorities, via waste elimination and process optimisation.

Above all else, it’s your commitment to a continuous improvement mind-set and desire to improve things for our residents that will drive you. This will need to be coupled with resilience to overcome any challenges that you may be faced with. You will be able to bring a fresh and critical eye to review processes and challenge others around you to improve standards. You will also buy into our organisational values and be able to demonstrate those in everything you do

You see yourself as a change agent/coach who will represent and develop a continuous improvement culture within the council through coaching, training, and role modelling. Not only will you take pride in being a driver, you will also be enthusiastic to embed desired lean behaviours and practices across the business.

If you feel that this could be the role for you then please complete our online application form, giving examples of how your skills and experience meet the person specification.

We offer excellent employment benefits including generous annual leave allowance, a public sector pension scheme and opportunities for continuous professional development.

Role Requirements:

  • You will facilitate or lead service improvement reviews in collaboration with managers, teams and colleagues throughout the division.
  • You will lead on activities such as data discovery, demand analysis, process mapping and improvement, root cause analysis, with a range of services and teams.
  • You will carry out research and analysis to help define best practice, and use this to assist departments to review current practices and develop new service delivery options.
  • You will develop positive working relationships internally and other departments and externally with partner organisations to ensure continuous improvement and joined up services.

We work in partnership with Hampshire County Council (HCC) who deliver many transactional services on our behalf. Although most communications will be from HCC, all selection and appointment decisions will be made by RBKC. Certain services are shared across more than one Council area to nearby neighbouring Authorities. This enhances delivery and reduces costs. Your recruitment information will advise if your remit extends beyond RBKC.

We will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.

Additional information

RBKC is currently inclusively reviewing its pay, reward and benefits framework.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.