Customer Operations Improvement Specialist
3 weeks ago
Position Overview:
Brook Street UK is seeking a dedicated Service Improvement Specialist to enhance our dynamic team.
Role Responsibilities:
The Service Improvement team plays a crucial role in consistently evaluating the effectiveness, efficiency, and quality of Customer Operations activities and services. This team is pivotal in optimizing the customer journey and ensuring exceptional standards of customer satisfaction.
Key responsibilities include:
- Governance of departmental processes and knowledge management.
- Risk management and control oversight.
- Identifying and implementing enhancements to customer experiences.
- Driving change initiatives and ensuring accurate information dissemination.
- Managing project timelines and assessing operational risks.
- Facilitating workshops to support team development.
Qualifications:
The ideal candidate will possess expertise in process optimization, personnel management, technology integration, improvement strategies, and planning. A background in contact center operations is preferred.
Experience Requirements:
We are looking for individuals who can showcase significant examples of change and improvement, have experience in project management, and possess skills in testing and planning innovative ideas. Familiarity with business development documentation and a working knowledge of BPM tools, such as iGrafx, is advantageous.
Compensation and Benefits:
The salary for this role is competitive, with a comprehensive benefits package including:
- 28 days of annual leave, inclusive of bank holidays.
- Pension scheme.
- Healthcare benefits.
- Opportunities for professional growth and development.
This role offers a hybrid working model, allowing flexibility in your work environment.
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