Service Improvement Lead
- Job Type: Full-time, Hybrid
- Location: London (occasional meetings in London)
- Salary: £30.24 per hour PAYE (London), £27.88 per hour PAYE (National)
We are seeking a Service Improvement Lead to drive business improvement through the delivery of corporate projects. Reporting to the Project Delivery Manager, this role will work closely with key business stakeholders to understand their requirements for change and translate this into actionable recommendations. The focus will be on enhancing customer journeys and implementing new ways of working within the organisation.
Day to Day of the role:
- Collaborate with senior leadership to define visions for service provision.
- Document existing end-to-end processes and identify opportunities for simplification and streamlining.
- Utilise data and insights to inform and influence change opportunities.
- Communicate the impact of service and process design changes on customers and colleagues.
- Provide recommendations on improvement opportunities, balancing innovation with practical constraints.
- Identify barriers to implementation and develop solutions that address business needs and customer satisfaction.
- Develop visualisations to present complex information in an accessible format for stakeholders.
- Lead continuous improvement activities within the business.
- Manage project scope, approach, delivery, resources plans, and benefits cases.
- Proactively manage project delivery, ensuring adherence to timescales, budgets, and quality standards.
- Manage risks, issues, and dependencies associated with projects.
Required Skills & Qualifications:
- Proven experience in service improvement within contact centre operations.
- Strong understanding of telephony systems, forecasting, scheduling, and workforce management metrics.
- Expertise in LEAN methodology and continuous improvement principles.
- Excellent stakeholder management and communication skills.
- Highly organised with the ability to manage multiple moving parts.
- Flexible and resilient, able to adapt to a variety of stakeholder needs.
Benefits:
- Competitive hourly rate.
- Hybrid working model, with the flexibility to work mainly from home.
- Opportunity to be part of a significant operational model reorganisation.
- Collaborative and supportive team environment.
To apply for the Service Improvement Lead position, please submit your CV and cover letter detailing your contact centre experience and your approach to service improvement. The interview process will be conducted via Teams and will include competency-based questions.