Process Enhancement Specialist

7 days ago


Leicestershire, United Kingdom Leicestershire County Council Full time

About the Role


As an Improvement Assistant at Leicestershire County Council, you will play a key role in shaping the customer journey by writing and reviewing clear, engaging, and user-friendly guides for our new 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.


You will be responsible for tailoring communication to a diverse set of stakeholders, ensuring the core message is clear and consistent.


You must have experience in writing creative and engaging content or a genuine flair for communication and language.


About You



  • Must have experience in writing creative and engaging content or a genuine flair for communication and language.
  • Must have experience in tailoring communication to a diverse set of stakeholders, ensuring the core message is clear and consistent.
  • Must have excellent organisation skills and the ability to prioritise a diverse workload with a proven track record of delivering to tight deadlines.
  • Must have a strong understanding of customer service and care standards.
  • Must 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.
  • Must be able to utilise continuous improvement methods and techniques to ensure that the customer journey is consistently improved.

Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality, diversity and inclusion at every level.


We warmly welcome and encourage applications from people of all backgrounds, as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services we offer our communities.



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