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About the Role

Hull City Council is seeking a motivated and analytical Business Analyst to join the Customer Services team. This role focuses on improving customer experiences, streamlining processes, and supporting service transformation. The Business Analyst will gather and analyze data, review processes, and develop recommendations to enhance performance and customer outcomes.

Responsibilities

• Create business process maps and customer journey maps of current and new processes to reflect identified improvements.
• Assist in ensuring processes designed and mapped meet all statutory requirements.
• Work with service area contacts, managers, and Data Analysts to design new processes with self-service and accessibility at their heart, providing constructive feedback.
• Build effective relationships with service area representatives, colleagues, and partners.
• Produce detailed maps and flow diagrams showing all customer touch points, using relevant software and systems based on findings from data analysis.
• Create processes that allow improvement outcomes to be monitored and reported on.
• Present and explain processes to relevant project team members in clear terms using the most appropriate format.
• Assist CET managers with process improvements through understanding the corporate suite of tools.
• Undertake regular observation of front-line staff and back-office operation teams to identify current processes and areas requiring improvements.
• Lead on the implementation of specific work packages across various projects as assigned, requiring self-supervision and decision-making.
• Collaborate with team members to ensure project objectives are met.
• Ensure personal health, safety, and wellbeing, and that of other employees, in accordance with the Health and Safety at Work etc. Act 1974.

Requirements

• Strong analytical and problem-solving skills.
• Ability to interpret information and present clear, evidence-based recommendations.
• Confident engaging with a wide range of stakeholders.
• Ability to facilitate discussions and document requirements.
• Organised, proactive, and committed to achieving positive results.
• Ability to manage multiple priorities.
• Ability to work independently when required.
• Ability to build effective working relationships across the organisation.
• Commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults.

Skills

• Process mapping
• Business analysis methods and techniques
• Data analysis
• Stakeholder engagement
• Requirement documentation
• Process improvement
• Visio or other mapping/flow solutions

Location

• Hull

Work Type

• Part time
• Fixed Term

Experience Level

• Grade 6

Salary/Compensations

• £23,951 - £25,995 (Pro Rata)
• £29,540.00 - £32,061.00

Benefits

• Competitive salary
• Excellent pension through the Local Government Pension Scheme (LGPS)
• Initially 23 days annual leave depending on length of service
• Eight public holidays per year
• Three additional days off (one in May/August, one during Christmas/New Year period)
• Career development and learning experiences
• Supportive and forward-thinking culture
• Great career development opportunities

About the Company

• Hull City Council is committed to increasing diversity, equality, and inclusion within its workforce.
• The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.

Equal Opportunity

• We are committed to increasing the diversity, equality, and inclusion within our workforce to represent the people we serve and build an environment in which everyone can feel like they belong.
• We encourage people from all backgrounds to apply.
• We adopt a ‘name blind’ approach to shortlisting.
• Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made.
• Equality monitoring information is not accessible by recruiting managers at any stage.
• Online searches, including social media, may be carried out as part of the recruitment process.