Continuous Improvement Coordinator

Posted 13 February by Mottram Search Limited

Would you like the opportunity to hone your continuous improvement skills whilst opening significant career development opportunities. We are looking for a Continuous Improvement Coordinator to work with this customer centric client in a highly regulated environment. The client is going through significant change with market deregulation and are on a journey to transform their customer service function to best in class.

The Role

  • Work as part of a new function supporting our Customer Relations transformation programme
  • Play a lead role in transforming our customer journeys, delivering a prioritised roadmap of initiatives
  • Deliver continuous improvement across Customer Relations, including working with other business units impacting the customer journey
  • Be accountable for delivery of customer service improvement and cost efficiencies
  • Be a change champion, implementing successful business change across all areas of the customer journey
  • Identify and work closely with business champions across multiple areas, for successful implementation
  • Focus on multiple customer channels, working closely with our new digital customer experience team
  • Identify opportunities and present to senior stakeholders outlining costs and associated benefits
  • Work across all customer facing teams, across 2 sites - Hatfield & Folkestone
  • Facilitate workshops to focus improvement, transfer knowledge and engage team members in activities to support deployment of lean ways of working
  • Be accountable for the integration of Lean/Continuous Improvement principles and tools for driving improvement in customer service
  • Ensure that customer service teams follow existing company process and make improvements where required
  • Use statistical metrics and data collection techniques to determine project opportunities and improvements, and work closely with MI & Insight colleagues
  • Use Lean and/or DMAIC methodology to deliver service improvements to the customer

Responsibilities

You must have the following skill, experience and outlook:

  • Strong team leadership skills
  • Self-starter with a "can-do" attitude
  • High degree of numeracy with strong analytical skills
  • Have a strong enquiring mind and keen to learn and grow
  • Strong communication, both verbal and written, impact and influencing skills
  • Strong organisational skills with the ability to lead multiple projects simultaneously
  • Excellent attention to detail
  • Expertise in Lean and/or DMAIC methodology
  • Experience in a customer focused industry is preferable
  • Good experience in Lean/Continuous Improvement roles
  • Extensive change delivery experience

Required skills

  • Continuous Improvement
  • Customer Contact
  • Customer Service
  • Lean Processes
  • DMAIC

Application questions

Can you evidence achievments of continuous improvement in customer experience?
Do you have significant experience in Lean / DMAIC methodology along with strong analytical skills?
Have you delivered continuous improvement initiatives that have improved the customer experience?

Reference: 33381486

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