Business Improvement Officer

Our benefits

You can also see our full list of employee benefits on our careers site here: Why you should work for us | West Northamptonshire Council.

About the role

As a Business Development Officer within the Transport & Highways service, you will play a key role in driving continuous improvement and enhancing customer and performance management across the service. Working closely with internal teams and external partners, you will support the development of procedures, monitor service indicators, and help resolve customer complaints and enquiries.

You’ll be responsible for producing performance reports, analysing feedback, and ensuring service standards are met. Building strong relationships with contractors, councils, and stakeholders is central to the role, as is contributing to the council’s customer strategy. You’ll also support cross-service initiatives, promote a culture of continuous improvement, and provide professional advice to a range of partners including Members, MPs, and local stakeholders.

This is a dynamic and collaborative role suited to someone with excellent communication skills, a proactive mindset, and a passion for service development.

What will you be doing?

We are seeking a proactive and detail oriented individual to join our Transport & Highways team as a Business Improvement Officer, supporting the delivery of high-quality services and driving continuous improvement across the department. In this role, you will work closely with internal teams and external partners to ensure customer feedback is effectively managed and service performance is consistently monitored and enhanced.

You’ll be part of a team that’s focused on making services better for residents and communities. You’ll be involved in shaping how feedback is used to improve the way we work, helping to ensure that customer experiences are at the heart of service delivery. Whether it’s analysing performance data, supporting the resolution of customer concerns, or working with partners to streamline processes, your work will directly contribute to more efficient and responsive services.

About you

You’ll be someone who thrives in a dynamic environment and enjoys making a real difference through your work. Ideally, you will have experience delivering excellent customer service and understand the importance of clear, responsive communication. You’ll bring a curious mindset and a keen eye for detail, with the ability to spot patterns in data and turn insights into action. Whether you're resolving customer concerns, supporting service improvements, or working with partners to streamline processes, you’ll be confident engaging with a wide range of people and comfortable managing competing priorities. If you enjoy variety, problem-solving, and being part of a team that’s always looking for better ways to do things, this role will suit you perfectly.

If you would like to have an informal chat about the role, please feel free to contact Michelle Johnson, Senior Business Improvement Officer, michelle.johnson@westnorthants.gov.uk

Interviews will take place Week commencing 13th October 2025

About us

At West Northants Council, it’s about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.

Our vision is ‘to make West Northants a great place to live, work, visit and thrive’. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services. 

Hear more from our Chief Executive, Anna Earnshaw, about what its like to work at West Northants Council.

We are committed to ensuring diversity, equality, equity, and inclusion is woven into the fabric of WNC and everything we do, to enable all colleagues to develop and maximize their full potential.  We are a disability confident employer, a member of the Armed Forces Covenant, and a Care Leaver Covenant partner

The following film was created by us to communicate our intentions - watch WNC colleagues explain what DEI means to us.

If you need additional support or reasonable adjustments during the application process, including needing the job description in another format or language, please email careers@westnorthants.gov.uk for support.

West Northants Council, where careers thrive.