Service Improvement Lead

Join Our Team as a Service Improvement Lead!

Location: London

Pay - £30 per hour

Are you a strategic thinker with a passion for driving business improvement? Do you excel at managing complex projects and influencing stakeholders at all levels? If so, we have an exciting opportunity for you!

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.

Main Purpose of the Role:

• As a Service Improvement Lead, you will play a critical role in delivering a variety of corporate projects aimed at enhancing our business operations. Working closely with key stakeholders, you will identify opportunities for change and translate them into actionable recommendations, considering the impacts on our customers, people, policies, processes, and technology.
• Additional workload is due to an internal operational model reorganisation within Service Improvement team.
• Total rework of the whole contact centre department looking at processes, systems and people’s capabilities.
• Someone with a good understanding of contact centre operations and how contact centres run. 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 prioritizes 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).

Key Accountabilities:

• Collaborate with senior leadership to define service provision visions.
• Document existing workflows ("as-is") and create a comprehensive view using multiple perspectives.
• Identify gaps and opportunities to streamline processes with a focus on customer journeys.
• Utilize data and insights to inform and influence change opportunities.
• Communicate the impact of service and process design changes on customers and colleagues.
• Provide fact-based recommendations for improvement opportunities.
• Identify and address barriers to implementation, proposing business-aligned solutions.

To find out more information please contact Lily at or call in

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.