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Service Improvement Lead
Housing Association
Location: London, Hybrid (primarily remote, with quarterly in-office meetings in More, London)
£29.29 - £31.83 per hour
 
Role Overview:
 
We are seeking an experienced Service Improvement Lead to support a comprehensive reorganisation of a Contact Centre department. This role involves leading cross-functional teams in process improvement initiatives, leveraging LEAN methodologies to drive operational efficiency and deliver measurable business improvements.
 
This is not an IT or PMO role, and applicants with strong bias in these areas will not be considered.
 
Required Skills & Experience:

Contact Centre Expertise: Strong understanding of Contact Centre operations, including telephony systems, workforce management, and agent adherence.
LEAN Methodology: Proficiency in LEAN principles for continuous improvement and process optimization.
Stakeholder Engagement: Proven ability to manage stakeholders at all levels, with effective communication and influence skills.
Organizational Agility: Highly organized, able to handle multiple moving parts, and adapt to various stakeholder needs in a fast-paced setting.
Analytical Capability: Skilled in analyzing complex processes and creating clear, data-driven solutions.
Change Management: Experience in managing complex, multi-dimensional projects, including risk, resource, and budget management. Candidate Profile:

Background in Contact Centre operations, ideally with large-scale process improvement experience.
Excellent problem-solving skills and the ability to innovate within structured methodologies.
Strong decision-making ability, using fact and data-driven analysis.
Flexible and resilient, capable of multi-tasking and prioritizing in a dynamic environment. Application Process:
 
Interested candidates should contact Lily at (url removed) for more information.
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