Continuous Improvement and Performance Customer Delivery Team Leader

Job Description

Continuous Improvement and Performance Customer Delivery Team Leader

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, offeringequitableopportunities for all individuals. Our goal is to build a diverse workforce, and we hope to attract applications from all backgrounds and underrepresented groups.

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.

Proud member of the Disability Confident employer scheme

Company: Government Recruitment Service

Salary: £29,715 – £30,705

Hours: Full-time

Location: Kilwinning

Job type: Permanent

Posting date: 25 Aug 2026

Closing date: 9 Sept 2026

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.