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Job Description

Continuous Improvement and Customer Experience Manager

Location Peterborough

Job Type: Permanent, Full Time

Salary: £40,000 – £50,000 (depending on experience)

Reports To: People and Customer Director


Main Purpose of the Job

To promote a culture of continuous improvement and to ensure applicants and customers receive the best customer experience when interacting with Charis.


Main Responsibilities

  • To support internal project delivery, providing Lean input, as required
  • Continuously review and challenge Customer Service function processes to ensure first time resolution; one time handling; removal of manual processes and elimination of waste
  • Review processes to reduce time from application to award
  • To manage and review the ‘customer experience’ across the business ensuring delivery of the best service possible at all touch points
  • To proactively identify improvements to the customer journey based on new technology and forward thinking
  • To review the complaints handling process ensuring pragmatic solutions used where possible to get most efficient and effective outcomes; including regular audits
  • To track and analyse all complaints, identifying root causes in order to identify process improvements and/or coaching required to share with team leader
  • Analyse calls to identify top reasons for calls and trends; identify most appropriate ways to self serve and improve customer experience
  • Analyse feedback from system users to translate into improvements and recommend changes through appropriate channels
  • Work with leadership team to achieve the vision for single contact, end to end application


Knowledge, Experience and Competencies

  • Experience in a customer service environment
  • Understanding and experience of Lean principles and process improvements
  • Experience of creating process maps
  • Excellent communication skills
  • Ability to analyse information and identify trends
  • Good decision-making skills
  • Good IT skills to use call handling systems, internal systems and MS Office


Benefits & Rewards

People who work with Charis have the opportunity to excel, innovate, learn and grow and we offer an excellent range of benefits that contributes to employee satisfaction and organisational success.

View our Benefits

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