Improvement Co-ordinator (Customer and Communications)

Organisation: Leicestershire County Council

Work Location: County Hall, Glenfield, Leicester, LE3 8RA or Loxley House, Station Street, Nottingham, NG2 3NG

Salary: £36,621 - £40,458 per annum (pro rata for part time)

Working Hours: 37 hours per week

Contract Type: Permanent

Closing Date: 4th October 2026

Interview Date(s): Week commencing 12th October 2026

Do you enjoy solving problems?

Do you enjoy making things better?

Do you enjoy helping people?

We're looking for an enthusiastic and proactive Improvement Co-ordinator to join East Midlands Shared Services (EMSS).

You may have experience in customer service, communications, administration, HR, finance, payroll or project support.

Why join EMSS?

At EMSS, you'll join a supportive team that values ideas, collaboration and personal development. You'll have the opportunity to:

- Make a real difference to services used across local government

- Work on meaningful improvement projects

- Develop valuable skills in communication, service improvement and change

- Build relationships across a wide range of teams and organisations

- Grow your career in a supportive environment

- Contribute to a culture that puts customers first

About the role

No two days will be the same, but you'll spend your time:

Improving services - gathering ideas and helping to turn them into changes that make services simpler, faster and more effective.

Supporting customers - ensuring our customers receive clear, consistent and helpful information, improving their customer experience to meet their needs.

Communicating change - creating and delivering communications about changes, updates and improvements.

Working with people - building positive relationships with colleagues, partners and customers to understand challenges, identify solutions and support improvements.

Learning and supporting others - creating guidance, training materials and resources that enable colleagues to deliver excellent service.

About you

- You will hold an NVQ Level 4 or equivalent qualification or an equivalent level of appropriate experience as shown below;

- Experience within a Finance, Payroll and/or HR processing background. With a strong customer focus - you care about delivering a positive experience and making services easier for people to use.

- Excellent communication skills. You can communicate clearly, both verbally and in writing, to explain information in a way that others can easily understand. You will have strong relationship building skills, enjoy working with people, building trust and collaborating across teams.

- Experience planning and successfully implementing improvements and preparing and delivering training, with excellent organisation and attention to detail.

- Proven ability to initiate, plan, and successfully implement service improvements, identifying opportunities to streamline processes, improve efficiency, and enhance the customer experience.

- Proficient in the use of office technology and integrated HR and payroll systems, with detailed knowledge of payroll and HR processing tasks, ensuring work is completed efficiently, accurately, and in line with compliance requirements. You will be able to analyse issues, identify solutions and help make positive changes happen.

- Strong knowledge of customer care standards, improvement methodologies, and HR/Payroll best practice, including statutory and legislative requirements.

In addition, we also expect you to share our commitment to our values 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 Disability Confident Employer .

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.

If you're someone who enjoys improving things, helping people and making a positive impact, we'd love to hear from you. Join East Midlands Shared Services (EMSS) and help us create simpler, better services for the people who rely on them.

For more information or an informal discussion, please contact:

Jonathan Allen - Business Change Manager

Telephone: 0116 3053740

Email: [email protected]

How to Apply

At Leicestershire County Council we’re looking for top talent from all walks of life. Whoever you are, wherever you’re from, and whatever your background - we care about what you bring to our organisation, not just what’s on your CV. That’s why we’ve designed a recruitment process that’s fair, accessible, and focused on potential. And with benefits that support people at every age and stage of life, we make sure you can thrive - both personally and professionally.

If you share our passion to make a difference for the people of Leicestershire, we’d love to hear from you. Click the apply button to submit your application, ensuring that you upload a supporting statement that explains how you meet the criteria listed in the ‘About You’ section above. Without this information, we won’t be able to assess your suitability for the role, and your application will be rejected. For tips on how to write your statement, see the How to Apply section on our career site.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support .

By applying for this post, you agree to our Terms and Conditions .