Service Improvement Lead
Monday-Friday
Temporary on going role
£27.88per hour PAYE
Based in Norwich
Hybrid - mainly working from home with occasional meeting in More, London once a quarter. May go to the office 2-3 days to observe how the work is happening.
Additional workload is due to an internal operational model reorganisation within Service Improvement team.
Currently 6 SI leads but need another one focus on Contact Centre.
Total rework of the whole contact centre department looking at processes, systems and people's capabilities. Need a Service Improvement lead, someone with a good understanding of contact centre operations and how contact centres run. Doesn't have to be from a housing contract centre background but they must have the generics of how telephony work, forecasting and scheduling agent adherence (a workforce management metric that tells how effectively an agent follows their schedule) with expertise in LEAN methodology (set of business principles that prioritises continuous improvement).
Primary role is to lead the activities, actions and identify changes. Working with a group of 7/8 people to help deliver the changes (HRBP, BA, FBP, SI Manager).
Must have stakeholder management skills and effective communication skills.
Candidate profile - Contact centre experience. Highly organised because there is a lot of different moving parts on this. Flexible in their approach because they will be dealing with a multitude of different stakeholders and resilient.
Interview process via Teams. Competency based questions.
