This job has ended. Find similar jobs.

Customer Service Improvement Manager

Posted 8 March by PHS Group Limited Easy Apply Featured Ended

Job introduction/overview

To support the Head of Customer Service in the delivery of agreed objectives in line with the Customer Service / Customer Experience strategy. Responsible for Continuous Improvement and Excellence in the Customer Service field to enable the Customer Experience strategy and to drive an agenda of transformation, standardisation and continuous improvement in partnership with the Head of Customer Service and the Customer Experience Manager.

Job description

Managing a cross sectional support team that focuses on the quality of interactions with our customers to drive and co-ordinate improvement activity. The cross section of activities within the team including quality and income auditing, localised one to one training, projects, analysis of the outputs of the Customer Service Centre and Waste Legislative Administration requirements.

Roles and responsibilities

  • Work with the Customer Services Management team to develop a Customer Experience strategy to directly improve the Customer Experience

  • Drive a high performing culture with Continuous Improvement at its core through the measurement of performance against key metrics following a Plan Do Check Act methodology

  • Work with all managers in Customer Services to identify improvement opportunities and needs

  • Plan, lead and facilitate Continuous improvement activity, whether projects, workshops, visual management, metrics measurement or 121’s

  • Works closely with the Learning and Development team to identify development needs at all levels; develop approaches, materials and resources to ensure a clear understanding of CI concepts and techniques to convert theory in to successful application

  • Manage the Quality Assurance systems and processes ensuring the effective measurement of key KPI’s and identifying improvement initiatives and learning and development opportunities

  • Work closely with the L&D team to develop capability in other key areas identified using data and analysis from Quality Audits

  • Work with Customer Excellence Manager and Team Managers / Supervisors to ensure targeted development plans are in place to improve capability in key areas Focus on root cause analysis, developing the skills and mindset of Customer

  • Service teams, ensure they have the right understanding and tools to solve problems effectively at the source

  • Actively increase participation in Improvement activity so that CI becomes embedded in to business culture and ways of working

  • Identify, analyse and manage costs arising from customer issues recommending appropriate savings opportunities Identify opportunities to improve resourcing with a focus on efficiency and productivity

Customer Culture

  • Champion the customer service strategy ensuring the customer is at the heart of what we do

  • Promote a culture of excellence in respect of customer service, quality and improvement

  • Effectively deploy the Customer Communications strategy through managers and team leaders so that all employees understand the part they play in its success

  • Drive high energy and motivation

People Development

  • Coach and develop Managers and Team Leaders to foster a performance and coaching culture

  • Develop the capability of teams through involvement in Improvement activity and strong performance management processes

  • Work with the Customer Experience Manager to recognise and develop talent with solid succession plans


  • Leads by example

  • Sets the tone for the function in regards to appropriate values and behaviours

  • Focus on communication to ensure teams are heard, informed and supported

  • Drive an energetic and positive working environment where people feel they can be the best they can be

  • Be the go to person and sounding board for transformation and improvement ideas and activity

Person requirements

An analytical thinker, who is passionate about Continuous Improvement, Performance and Excellence, with skills in change management and influencer at all levels, excellent communicator who can confidently engage and involve people, high professional and personal standards and is commercially savvy. The right person will lead by example acting as a role model in the Customer Service function. They will be outgoing and self-motivated with the ability to bring positive energy and focus to peers & members of the team inspiring a high performance and commercial culture.

Open to change they will continually drive improvements to give the customer the best possible experience.

Confident and calm under pressure but assertive when needed, they will set the tone for their teams. They will be skilled and comfortable at dealing with people at all levels throughout the organisation, stakeholders and customers 64

Education & Certification

Graduate level or equivalent education


  • Significant experience in a transformational change role

  • Proven experience of leading a Customer Excellence / Improvement team

  • Proven experience of analysing, interpreting and acting upon management information

  • Budget management and control experience

The Right Person

  • Is an analytical thinker

  • Is passionate about Continuous Improvement, Performance and Excellence

  • Is a skilled change manager and influencer at all levels?

  • Is genuinely interested in people’s ideas

  • Is an excellent communicator

  • Gets engagement and the power of involving people

  • Has high professional and personal standards

  • Is commercially savvy

Required skills

  • Analytical
  • Continuous Improvement
  • Management
  • Root Cause Analysis
  • Graduate Level

Reference: 34639393

Bank or payment details should not be provided when applying for a job. is not responsible for any external website content. All applications should be made via the 'Apply now' button.

Report this job