Main Purpose Of The Role

As Continuous Improvement Specialist you will be focusing on the customer experience, working with your colleagues in the contact centre to deliver focused, managed change in response to business needs.  We are moving to a first contact resolution model – as the contact centre is your key internal customer group you will be working closely with them to achieve this, giving you an opportunity to have impact from the moment you join.

Main Responsibilities

• Reviewing change requests from the business (multiple inputs – clients, department heads, colleagues) to deliver reviewed and reinvigorated processes designed to improve customer experience.
• Identifying and challenging existing processes to remove as much manual process as possible to eliminate unforced errors and waste.
• Analysing and tracking complaints to identify root cause, trends and patterns, and embed improved processes, training interventions and coaching to prevent recurrence.
• Using data analysis tools and techniques to track the effectiveness of newly implemented process and system changes and suggests refinements where necessary.

Person Specification

You will have experience working within contact centres in your previous role(s), and demonstrate impact in defining and delivering process improvement.  You will at least have been exposed to working with Lean Six Sigma, ideally with a qualification, but note that we are small versatile business so you will have to select methodologies that meet the need of the project.

You will be highly numerate, with first class written and spoken communication skills – and be able to adjust your style, tone and language to meet the needs of your customer group.  It goes without saying that you must be technology literate, quick to adapt to and adopt new systems, and be able to design and articulate creative but practical solutions.

You are joining at a very exciting time – with continued investment and expansion driving growth.  You will be fully supported as you transition into your new role, and work with your new team.

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

To Express Your Interest

If this role sounds of interest to you, we would love to hear from you. In the first instance please share your current CV with a covering letter to humanresources@charisgrants.com.

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