About the role
We are looking for a dynamic, enthusiastic and customer focused Performance Optimisation / Continuous Improvement Lead to join an industry leader who deliver unrivalled customer and employee experience. You will have significant experience within continuous improvement and can take the lead on CI to optimise customer operations, with a real focus on the people and process.
The successful candidate can work remotely and ideally located within commutable distance of either Durham or Suffolk.
Salary & Benefits:
In addition to a competitive basic salary of up to £57,800 depending on experience you will receive a generous pension scheme with twice your contribution matched by up to 10%. Other benefits include:
26 days annual leave rising upon service up to 31 days
Buying & selling annual leave
Salary sacrifice car scheme
Life Assurance
Computer loans
Qualification loan
Eyecare & discounted medicals
About you:
The successful candidate will have a proven track record of driving change and transformation projects and be comfortable in working for multiple stakeholders across different disciplines to implement customer focused initiatives and drive performance optimisation. You’ll be self-motivated, ambitious and determined with experience and skills in:
Consultancy, coaching and mentoring and managing a high performing team
Lean/Six Sigma or other CI/Change methodologies
Managing change in a fast paced and agile environment
Ability to interpret data and make recommendations to improve processes and CX
Ability to work under pressure, manage your time effectively and work on your own initiative
Ability to influence and engage both internal and external stakeholders
Excellent analytical, decision making and problem-solving skills
Experience working with project management and insight tools
And useful if you have:
Relevant experience in a customer service/contact centre delivery role
Experience of strategic planning in change and transformation
Experience in facilitation skills and creating engaging sessions
If you are interested in this Performance Optimisation / Continuous Improvement Lead position, then click ‘apply now’ and a member of our team will be in touch.