Operational Excellence Specialist
5 days ago
TalkTalk is a leading value for money connectivity provider in the UK, committed to making fibre accessible to everyone. We believe in simplicity, affordability, and fairness in our services.
Job Title: Operational Excellence SpecialistWe are seeking a part-time Operational Excellence Specialist to work two days a week, either Monday and Tuesday or Thursday and Friday. As an Operational Excellence Specialist, you will play a crucial role in identifying opportunities to improve our operational performance and ensure we remain complaint across all processes.
Your Responsibilities- Relentless passion for customer experience, always putting the customer first
- Review customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produce weekly management reports
- Analyse qualitative and quantitative data and identify performance and compliance improvement opportunities via Microsoft Pivot tables & via other tools. Proactively determine areas for drill-down focus and conduct analyses to understand the drivers of performance and compliance gaps
- Document current operational processes as part of root cause analysis and input to improvement initiatives; identify possible gaps that may be contributing to lower key metric results
- Facilitate and conduct root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on-site observation, interviews, and process documentation
- Develop updates to reflect the current status of activities; monitor progress against action plans; monitor call centre operational performance on goals and objectives; isolate initiative effectiveness on improving key performance metrics
- Produce documentation of key insights quality analysis or root cause work, solution recommendations, solution business cases, and action plan results for incorporation into internal or client reviews
- Support the delivery of new change, minimising impact to the operational performance
- Identify and challenge organisational processes that are unnecessarily complicated. Be able to add value and coach the organisation to inspect and adapt processes
- Undertake continuous process improvement service levels, quality, and cost reduction
- Support the delivery of improvement plans, ranging from customer experience plans to new journey-led change
- E nsure TalkTalk remains compliant on all provision regulation and industry agreements
- A competitive salary of £45,000 - £55,000 per annum, depending on experience
- Free TalkTalk broadband for all employees
- Electric car charging points available at our HQ
- Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford
- Access to the Perks at Work platform which gives you hundreds of discounts on high street brands
- Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work
We're a dynamic workplace and we want to talk to you about how you like to work. 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 customers 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.
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