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Repair Improvement Support
5 months ago
This role plays an important part in the Service Assurance team in improving the service levels, costs, and operational efficiency through process. The role will provide valuable analysis on the performance through data gathering, root cause analysis and performance trending to identify and implement process improvements to our diagnostics processes whilst aiming to improve our customer experience and drive down business costs.
By analysing data from different sources, you will be required to provide meaningful root cause analysis on individual and multiple cases to help drive strategic activity and decision making across the Service Assurance function. This role is to identify process gaps and ensure we drive improvements for our customer and agent repair diagnostic journeys, ensuring our customers get the best assurance experience possible.
A proactive approach is required for this demanding role in our fast-paced environment, where engagement in all tasks delegated to you will be required, in return we will help you to learn and gain beneficial experience about our business which will enable you to develop further.
To succeed in this role, you will need to be accustomed to data analysis techniques whilst keeping the customer journey central at all times. You need to be enthusiastic about providing a data-driven approach to assist the team in decision making and able to communicate effectively to stakeholders at different levels.- Manage and improve existing processes with a customer central focus to further reduce customer churn and increase NPS Scores.- Ongoing analysis of performance and quality, highlighting any immediate areas of improvement- Interrogate and manipulate data to highlight key trends across Service Assurance- Undertake continuous process improvement to increase service levels, quality, and drive cost reduction.- Be an excellent team player working closely with the rest of the team and ordering functions to deliver our goals.- Relentless passion for customer service, always putting the customer first.- Analysis on process adherence
Feed into Quality Improvement Plans, that ultimately improves the customer experience and reduces the cost of failure.
As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.
We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.
