Back to Job Search

Continuous Improvement Lead - Customer Service

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.

Similar Jobs

View All Jobs
Resource & Capacity Planning Manager
£45,000

Resource and Capacity Planning Manager We’re looking to recruit an experienced Resource and Capacity Planning Manager to a join fast paced contact centre operation in Newcastle. In this role, you w...

Customer Service Advisor
10.39ph

We are working with a client based in the heart of Durham to recruit a number of Customer Service Advisors on a temporary ongoing basis, potentially leading to a permanent role for the right candid...

Customer Service Advisor
10.39ph

We are working with a client based in the heart of Lytham to recruit a number of Customer Service Advisors on a temporary ongoing basis, potentially leading to a permanent role for the right candid...

Customer Service Advisor
Newcastle upon Tyne£20,500-£21,500

Customer Service Advisor Newcastle Basic Salary: £20,500 - £21,500 Start Date: 9th January 2023 Due to business growth, we are looking to add talented people to the friendly General Insurance team ...

Customer Service Advisor
Newcastle upon Tyne£20,500-£21,500Permanent

Start Date: 21st November 2022 We are looking for Customer Service Advisors to help customers with general enquiries at Tesco Bank’s contact centre in Newcastle, with a basic salary of up to £21,50...

Claims Handler-Claims Settlement
23500-26000 depending on experience

We are working with a well-known insurance company based in Newcastle who are looking for claims handlers to join their customer settlement team on a permanent basis. With a starting salary of £23,...