Business Improvement Officer

The Role and About the Person you are looking for:

We are looking for a proactive and organised individual to support the delivery of projects, training, and service improvements within our Customer Support team. This role plays a key part in driving continuous improvement, improving customer experience, and increasing efficiency across the Council.

Working closely with Customer Support, Web & Communications and other Council teams, you will provide a mix of hands-on project support, data analysis, and administrative coordination to help deliver impactful service improvements for residents and colleagues.

What you’ll be doing

• Supporting the planning, delivery, and monitoring of projects and service improvements, including process reviews and implementation of new ways of working
• Collecting, analysing, and presenting performance data to inform decision-making and produce regular reports
• Administering the corporate complaints process, supporting Managers responding to formal complaints, and troubleshooting issues that arise.
• Supporting system administration, testing, and continuous improvement initiatives to enhance efficiency and customer outcomes

About you

We’re looking for someone who is:

• Highly organised with strong attention to detail and the ability to manage multiple priorities
• A confident communicator who can work collaboratively across teams
• Analytical, with experience of working with data and producing reports
• Proactive and solution-focused, with an interest in improving processes and services

Why join us?

As well as being part of a supportive team delivering meaningful work that directly impacts our communities, we offer a supportive and rewarding working environment along with a wide range of benefits, including:

• Excellent learning and development opportunities supported via a range of sources and methods and, where applicable, recognised through Digital Badges
• Access to the Local Government Pension Scheme(LGPS) and Additional Voluntary Contribution (Shared AVC) Scheme
• Agile and Flexible working options
• Generous annual leave starting at 25 days, rising to 30 days after five years’ service, plus 8 days public holidays (pro rata for part time), with the option to purchase additional leave
• Family friendly policies and Flexible Bank Holidays
• Confidential wellbeing support through our Employee Assistance Programme and Your Care wellbeing platform
• Staff reward and recognition framework, including an annual staff awards ceremony
• Professional Membership Fees paid for, dependent on role
• Salary sacrifice schemes including Cycle to Work, Gym Membership and Home & Electronics
• Lifestyle Savings with over 750 discounts from the UK’s leading retailers, restaurants, supermarkets, attractions and more
• Free swimming at CCC swimming pools
• Subsidy for public transport
• Relocation Assistance may be payable in approved cases
• Annually negotiated pay and award progression

Hours: This is a full-time role, for 37 hours per week.

Working Pattern: 5 Days

Contract: Fixed Term/ Secondment until 31/03/2027

Salary: £32,597 to £36,363 per annum (City Pay Band 4), pro rata for part time.

Location: This is flexible – working in Cambridge on site or at one of our offices or working from home. You will be able to balance your work location accordingly.

More Information:

You can click on the links here to find out more information about Staff Pay and Benefits, Working for the Council, our Values & Behaviours, Equality & Diversity in Recruitment or Our People & Culture Strategy.

If you would like an informal chat, please contact Tony Stead by email tony.stead@cambridge.gov.uk

Application Process:

To be considered please follow the on-screen instructions to ‘Apply Online’ and submit an application.

If you are an internal candidate you can apply by logging in to your Employee Self-Serve (ESS) and access the ‘Useful Links’ (top right of the dashboard, under the person icon) and click on ‘CCC Job Opportunities’

Cambridge City Council recognises the value of digital badges in evidencing skills, knowledge and competencies, and welcomes their inclusion within job applications as verifiable indicators of achievement and capability.

Cambridge City Council is an Equal Opportunity employer and embraces diversity, creating an inclusive environment for all employees.

For City Council employees who apply for the role on a secondment basis, please note that you should refer to the Secondment Policy. Please note that agreement will need to be obtained from your line manager before the secondment can be confirmed.