Senior Improvement Officer

About the role
The Highways team provide statutory services that all residents of North Northamptonshire use.

The Highways team is responsible for providing a safe road network that operates efficiently and effectively, providing strategic direction for the future development of highways assets, public transport, active travel and all road users, being mindful of budget constraints, legislation and the sustainability agenda. The team also fulfils the Council’s duty to ensure the safe travel of eligible students to school.

The Waste team provides waste and recycling collection to all households and a street-cleaning service across North Northamptonshire. The team also arranges for the disposal of all waste and runs a network of Household Waste and Recycling Centres.

The post holder will support the team to provide information to customers, including local Members and MPs, through the website and correspondence.

The position is office-based working predominantly from Sheerness House, Kettering.

North Northamptonshire operates a flexible working arrangement to enable colleagues to work remotely or from different locations depending on the needs of their role.

What will you be doing?
The main areas of work that this role will cover include:
Supporting the highways team in providing excellent customer services by responding to customer enquiries and complaints, local Member and MP enquiries in an efficient and timely manner.

Working with other teams across the service, as well as our contractors, to gather the necessary information to ensure timely and comprehensive responses to our customers. In doing so, to ensure actions are put in place to resolve service failures and to identify opportunities to improve the way we deliver services.

Working with the Council’s Customer Services teams to develop and maintain an efficient process for handling enquiries and to implement the Council’s strategy to develop a single Customer Services Team and Customer Relationship Management system.

Co-ordinate and provide advice and guidance on Freedom of Information/Data Protection Act, Environmental Information Regulations and other related legislation including providing advice on any exemptions and public interest test and to manage the process for disclosure of information including any redactions that may be required.

Provide office administrative support for the Highways offices at Sheerness House to manage office supplies and general office functions.

Manage the highways website, ensure that the content is up to date and continually look for improvements that will support in the customer journey.

Utilise all communication and perception data e.g. media statistics, survey results and Street Doctor information, analyse and translate outcomes for reporting to look for ways to improve the service.

To work with the wider Customer Service Teams across North Northamptonshire and regularly meet with them to look for improvements to customer services.

Provide support to the wider highways team when needed.

About you
You will have:
Experience of working in a customer service-oriented team with knowledge, and experience of using, customer relationship management systems.

A creative ability to translate data into meaningful information to identify trends and manage outcomes.

Experience of working in collaborative partnerships across a service and organisation with similar complexity and size to the Council.

Knowledge of the Freedom of Information Act, Data Protection Act, Environmental Information Regulations and other related legislation and the role of the Local Government and Social Care Ombudsman.

Knowledge and understanding of the importance of effective communications.

Excellent IT skills including Microsoft Office and GIS systems (in order to create maps of a very high standard of accuracy)

Also a basic understanding of highway maintenance related operations would be an advantage.

About us
We are a new unitary council, established in April 2021; we are one of the largest unitary councils in the country. Our vision for North Northants is to be 'A place where everyone has the best opportunities and quality of life'.

Our priorities are:

- helping people live active fulfilled lives
- caring for our young people, providing them with high quality education and opportunities
- enabling a thriving and successful economy
- leading on a green and sustainable environment
- ensuring our communities are connected so they can shape their lives and where they live
- providing modern public services

Our values, as chosen by our staff, are - Customer-focused, Respectful, Efficient, Supportive and Trustworthy.

**Your differences make us different - Achieve Together.**
- We are undertaking consultation with the Trade Unions on terms and conditions and the future NNC pay structure and during this time are appointing new employees on interim spot salaries. You will be advised of the outcome and any impact on your