Customer Service Process Improvement Lead

3 weeks ago

Nottingham, Nottingham, United Kingdom Capital One Full time

Location: Nottingham Trent House, United Kingdom

About the Role

We are seeking a skilled Process Manager to oversee our Customer Service process team. The ideal candidate will be responsible for managing process-related risks, understanding the implications of changes, and identifying opportunities for ongoing enhancement. A passion for resolving business challenges and improving experiences for both customers and operational teams is essential.

Key Responsibilities

  • Lead and mentor a team to ensure successful process management through effective risk and change oversight while pursuing improvement opportunities.
  • Maintain comprehensive documentation for the Customer Service process, including call flow diagrams.
  • Act as a point of escalation within the team to address and resolve issues promptly.
  • Design and implement efficient processes that yield positive outcomes for customers and the organization.
  • Conduct thorough analysis of processes from the perspectives of the business, customers, and key stakeholders, introducing innovative solutions to achieve consistent results.
  • Exhibit strong process management capabilities by tracking success metrics and monitoring performance.
  • Prioritize changes in critical operational areas to maximize business value.
  • Demonstrate leadership qualities and support the vision of the Operations team to achieve excellent outcomes for customers and the business.
  • Continuously enhance your toolkit of process improvement techniques and share insights with the team.
  • Serve as a key stakeholder or lead for Operations on projects, collaborating with Technology, suppliers, and broader business stakeholders to ensure process efficiency and alignment with business objectives.
  • Ensure compliance with regulations, identify and manage risks, and keep documentation relevant and up-to-date.

Qualifications

  • Proven experience in leading a process or delivery team within the Customer Service sector, preferably in Financial Services.
  • Strong analytical skills with a high level of numerical proficiency to identify trends and opportunities in data.
  • Attention to detail to comprehend key operational processes, systems, and technologies.
  • Familiarity with LEAN or Six Sigma methodologies and the ability to coach others is advantageous.
  • Experience in Risk Management.
  • Ability to lead teams directly or indirectly.
  • Capability to collaborate cross-functionally with various stakeholders to drive significant business decisions.
  • A commitment to continuous learning through training and knowledge sharing to develop innovative solutions.
  • Strong decision-making skills with a focus on customer-centric approaches.
  • Experience in a contact centre environment is preferred.

We are dedicated to fostering a diverse and inclusive workplace, welcoming candidates from underrepresented groups in our industry.

Work Environment

This is a permanent position with a hybrid working model, allowing flexibility to work both from the office and remotely. Collaboration is key, with in-office presence expected three days a week.

Benefits

  • Competitive compensation and opportunities for career advancement.
  • Access to comprehensive benefits, including a pension scheme, bonus structure, generous holiday entitlement, and private medical insurance.
  • Modern office facilities designed to support well-being and productivity.

Recruitment Philosophy

We prioritize hiring diverse talent and strive to create an inclusive environment where everyone can thrive.

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