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Continuous Improvement Specialist

1 month ago

Haywards Heath, United Kingdom First Central Full time

**We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.**
We’re recruiting for talented and motivated individuals with a passion for continuous improvement in a customer service focused role This is an exciting and unique opportunity to build and shape our customer experience for the future of First Central

You will be much more than a customer service agent by servicing and supporting our customers whilst owning and improving standard operating procedures, delivering continuous improvement and shaping our customer journey.

Are you hungry to be part of a new evolving team shaping our customer journey? Are you looking for an exciting new career that’s different with plenty of progression and opportunities to grow further We would love to hear from you

Here’s a taste of what you can expect working with us:

- ** Generous competitive starting salary of up to £25,000 - Depending on experience**:

- **Home working opportunity of 3 days a week from home and 2 office days following training and passing your probation**:

- ** Monday to Friday 9am to 5:30pm**:

- ** Minimum 25 days’ holiday plus bank holidays (and the chance to buy and sell days)**:

- ** A ‘YOUday’, an extra day off to spend however you want. The clue’s in the name**:

- ** ‘Your Time in Need’: five days’ paid leave for compassionate or emergency reasons**:

- ** A paid day off every year for charity work**:

- ** Fantastic training and development**:

- ** A fun, energetic and lively working environment**

**Continuous Improvement Specialist**

**Responsibilities**:

- Assisting customers with buying and servicing insurance policies
- Engaging with customers by phone and webchat in a contact centre environment
- Continuously feedback into the customer improvement cycle to shape best practice by providing detailed information for our customer journey
- Engage in a variety of activities, flexing between helping our customers, new and existing projects and experiments in line with our business needs
- Following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and reporting back to the business
- Contributing and building knowledge, training and process documentation
- Testing of systems, process changes and new initiatives
- Onboarding new products and services to determine the best strategy
- Be the voice of the customer within First Central and the gold standard for performance across all KPIs
- Any other reasonable duties as required

**Continuous Improvement Specialist **Experience & Knowledge**:

- Previous experience of working in a customer services contact centre role or similar customer facing environment (essential)
- Confident to identify continuous improvement gaps in our customer journey
- Knowledge of continuous improvement processes (an advantage)
- Able to communicate clearly to stakeholders in the business with new improvement ideas
- Confident IT and software skills, including good Microsoft Excel and Word knowledge
- Good communication skills, both verbal and written
- Excellent time management and organisation skills
- Strong problem solving skills with the ability to adopt a logical approach to resolving problems
- Strong data and statistical analysis skills

**What can we do for you?
**We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer
- Fantastic training and development opportunities
- Employee benefit packages to suit your lifestyle
- Flexible working
- YOUday - we give you an extra day off to celebrate a special day
- The opportunity to take a paid day off each year to do charity work
- A health cash plan
- Help with travel expenses
- The opportunity to buy additional holiday
- Company pension scheme
- Group life assurance
- Enhanced maternity and paternity pay
- Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Talent team.

**View more about our Benefits**:

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