Post No. POSN004431 - Project Officer - Customer Contact Improvement
We are looking for a proactive and motivated Project Officer (Customer Contact Improvement) to help shape and improve how customers experience our services.
This is an exciting opportunity to lead and support initiatives that improve customer experience, reduce avoidable contact and enhance operational efficiency across the Council. Working collaboratively with a wide range of teams and stakeholders, you will identify opportunities for change, develop practical solutions and help embed a culture of continuous improvement with the customer at its heart.
In this role you will:
Lead and support customer contact.- Identify opportunities to redesign processes and improve service delivery.
- Produce reports, recommendations and management information for stakeholders.
- Work closely with digital and data teams to ensure solutions are evidence-based and aligned to wider strategic goals.
We are looking for someone who has:
Experience of supporting or leading change and improvement initiatives.- Strong analytical, research and problem-solving skills.
- Experience of analysing data and producing clear reports and recommendations.
- A good understanding of customer service, process improvement and project working.
Responsible to the Customer Services Manager, you will also ideally have:
A relevant professional qualification, or equivalent experience in service improvement or business process review
- Experience of project management methods and delivering measurable outcomes
- Knowledge of data protection and information management principles
We encourage applications from individuals who can communicate effectively in Urdu, Punjabi, Bengali, Arabic, Welsh as well as English.
We are currently hiring for a full-time position, fixed term up until 31 August 2027.
We welcome applications for all our jobs in either Welsh or English. An application submitted in Welsh will not be treated less favourably than an application submitted in English.
Newport City Council is committed to working towards its workforce being more representative of the population that we serve and particularly welcomes applications from people from minority ethnic communities represented (or living) in the city. Selection will be made on ability and skills to undertake the role.
Newport City Council is not currently supporting applicants with sponsorship for right to work. In applying for a vacancy, applicants should already have the right to work in the UK.
Our values – Fairness for all, Making a difference, Being responsible, Working together
