Continuous Improvement and Performance Customer Delivery Team Leader

Job summary

Do you have the drive to lead continuous improvement initiatives that deliver meaningful change and better outcomes for customers and colleagues?

Can you use performance insight, collaboration and leadership skills to drive improvements across a complex operational environment?

If so, we would love to hear from you!

The Animal and Plant Health Agency (APHA) is a brilliant place to work where our people feel valued, have a voice and can be their authentic selves. We value difference and diversity, because it helps us be more innovative and make better decisions.

We are dedicated to being an inclusive employer, offering equitable opportunities for all individuals. Our goal is to build a diverse workforce, and we hope to attract applications from all backgrounds and underrepresented groups.

Job description

We have an exciting opportunity for a Continuous Improvement and Performance Customer Delivery Team Leader to join our Scotland Field Delivery team. You will be responsible for driving and embedding a culture of continuous improvement and change across the team, leading the development, coordination, and delivery of improvement projects, business change initiatives, and service enhancements that support APHA organisational objectives and improve operational performance.

The role will involve a wide range of tasks and responsibilities including, but not be limited to the following:

Continuous Improvement and Change Leadership

• Lead and champion Continuous Improvement (CI) initiatives across Scotland Field Delivery, promoting CI principles, methodologies and best practice to support service improvement and business objectives.
• Support, influence and work collaboratively with colleagues, managers and senior leaders to identify, develop and implement sustainable process improvements and embed new ways of working.
• Promote and embed new processes, procedures and best practice, ensuring improvement activities are effectively planned, delivered, monitored and evaluated.
• Facilitate meetings with the Scotland CI network and actively contribute to wider APHA Continuous Improvement networks, encouraging collaboration, knowledge sharing and the adoption of successful approaches.
• Lead CI activities across the business unit, identifying risks, opportunities and benefits to support prioritisation of resources and delivery.
• Engage and support teams to understand, embrace and apply Continuous Improvement tools and techniques within their work areas.
• Champion innovative and efficient ways of working identified through networking and collaboration with CI colleagues across Great Britain.
• Undertake ongoing learning and development to enhance CI knowledge, skills and approaches, sharing learning where appropriate.
• Apply Continuous Improvement principles and tools to ensure high-quality outcomes are delivered efficiently and at pace.

Performance and Business Improvement

• Produce regular performance reports, dashboards and management information using Microsoft 365 tools, ensuring information is accurate, timely and presented in a clear and meaningful format.
• Support the collection, validation, interpretation and analysis of performance data to monitor delivery against objectives and identify trends, risks and opportunities for improvement.
• Respond to requests for performance information and provide analysis to inform operational and management decision-making.
• Work closely with managers and operational teams to understand performance challenges, identify root causes and support the implementation of improvement actions.
• Monitor progress against reporting requirements, ensuring deadlines are met and issues affecting delivery are identified and escalated appropriately.
• Use performance insights to support continuous improvement activities and drive the delivery of quality outcomes across the business.

Team Leadership and People Management

• Functionally manage and develop a small team supporting performance, continuous improvement and wider business activities.
• Create an inclusive and supportive environment where individuals are engaged, motivated and able to contribute effectively to team and organisational objectives.
• Ensure work is planned and delivered in the most effective and efficient manner, making best use of available skills, knowledge and resources.
• Set clear expectations and monitor performance, recognising and rewarding success while addressing performance concerns in a timely and constructive manner.
• Provide leadership, coaching and support to develop capability, encourage collaboration and promote high standards of service delivery.
• Ensure activities are delivered on time and to the required quality standards, raising and escalating issues where targets, deadlines or outcomes are at risk.

Adaptability and Operational Response

• Demonstrate flexibility and resilience in responding to changing priorities, emerging business needs and operational demands.
• Provide leadership during periods of change, supporting teams to adapt effectively and maintain delivery of key priorities and objectives.
• Respond with pace, energy and commitment to emergency situations or unforeseen events, undertaking new or different responsibilities where required.
• Motivate and support team members during periods of uncertainty or increased demand, providing guidance and direction to ensure an effective response.

Person specification

We are looking for candidates who can demonstrate the following skills and experience:

• Good working knowledge of Microsoft 365 tools, with the ability to use digital solutions, reporting tools and collaborative platforms to support performance monitoring, continuous improvement activities and smarter ways of working.
• Experience of applying Continuous Improvement principles, tools or methodologies within the workplace to identify efficiencies, implement sustainable improvements and deliver positive outcomes within agreed timescales.
• Excellent planning and organisational skills, with the ability to manage competing priorities, coordinate multiple activities and ensure successful delivery of improvement initiatives, projects and business objectives.
• Ability to work at pace, manage workloads effectively and consistently meet targets, deadlines and reporting requirements in a dynamic operational environment.
• Strong written and verbal communication skills, with the ability to present information clearly, build effective working relationships and engage colleagues at all levels to support change and improvement activities.
• Ability to positively promote, support and embrace change, helping others adapt to new processes, ways of working and organisational priorities while maintaining business delivery.
• Capability to lead, motivate and support teams, creating an inclusive environment that encourages collaboration, high performance, continuous learning and achievement of shared objectives.
• Commitment to continuous self-development and learning, with a willingness to develop knowledge, skills and expertise in areas such as Continuous Improvement, performance management and leadership.
• Ability to solve problems using evidence-based analysis, applying data, insight and performance information to identify root causes, evaluate options and support informed decision-making and business improvement.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Making Effective Decisions
• Working Together
• Delivering at Pace

We only ask for evidence of these behaviours on your application form:

• Changing and Improving

Benefits

Alongside your salary of £29,715, Animal and Plant Health Agency contributes

£8,608 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Find out what benefits a Civil Service Pension provides (opens in a new window).

Further benefits offered also include:

• A minimum of 25 days of paid annual leave, increasing by 1 day per year up to a maximum of 30.
• An extensive range of learning & professional development opportunities tailored to your role.
• Access to a range of retail, travel and lifestyle employee discounts.
• Staff bonuses and recognition, salary sacrifice benefit options, and an employee discount scheme.
• Three days  special leave  with pay, per year, for volunteering (pro-rata for part time employees).
• Making it work for you - With so many flexible options, most people can find a work schedule to suit their circumstances.

These are just a few of our benefits we offer. To find out the full range of what we offer refer to the Information Pack attached for more detail.

Learning and Development

Everyone in APHA is supported to develop their skills and capabilities. When you join the Directorate, you will be welcomed into your new team through an induction programme that will provide you with helpful information on the civil service, our work and our policies. Your line manager will also work with you to establish your priorities for the year, developing a performance, learning and development plan tailored to you and your role.  

In return for your dedication, we will support your ongoing personal development through appropriate training. Inclusion, support and the development of our people matter to us. We aim to support the career and personal wellbeing of everyone in APHA.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Strengths and Experience.

Stage 1

Application Process

As part of the application process, you will be asked to complete:

• A CV submitted through an on-line tool accessed through the Civil Service Jobsite; there is no requirement to upload your personal CV. 
• A 500- word Personal Statement.
• A Behaviour statement of 250-words for the lead Behaviour, Changing and Improving , following the Behaviour criteria outlined in the Success Profiles: Civil Service behaviours - GOV.UK framework for the grade of the role.

CV Guidance

Your CV should consist of your career history, including any key achievements and your main responsibilities in each role and be no longer than 2 pages. Your CV will be used to provide further context on your Personal Statement and scored against the essential criteria. 

Personal Statement Guidance

When completing your Personal Statement, please read and understand the Person Specification thoroughly, as this is what your written evidence will be assessed against. Please ensure you evidence the key personal qualities and experiences that align with the criteria. Consider the Person Specification and look to demonstrate how your previous experience may align with the expectations and be applicable to the role. The written evidence you provide must relate to your own experiences. Your layout is entirely your preference; you may choose narrative, bullets, etc.

We encourage you to use the full word allowance of the Personal Statement but not to exceed.

You may choose to address each criteria separately, however, one narrative example may cover and evidence several criteria.

Should a high volume of applications be received, an initial sift may be conducted using the Personal Statement.

Candidates who pass the