Continuous Improvement Analyst

Daisy Communications Limited; Nelson; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading telecommunications company in the UK seeks a dedicated Customer Experience Specialist to enhance service quality by collaborating with teams for feedback and improvements. Candidates should have strong analytical skills, experience in Telecoms is preferred, and a proactive, flexible attitude is essential. The role offers professional development opportunities and a commitment to customer satisfaction.

Benefits

25 days holidays

Professional development opportunities

Eye care vouchers

Sim deals for family/friends

Retailer discounts

Extra day off on birthday or wedding day

Qualifications

• Previous experience in Telecoms is preferred.
• Capability to work under pressure.
• Flexible attitude and proactive approach.

Responsibilities

• Work with Customer Experience teams to gather feedback.
• Support continuous improvement culture.
• Investigate issues and collaborate on solutions.
• Assist in credit approval processes.
• Review and suggest improvements on procedures.

Skills

Analytical skills

Problem-solving abilities

Written communication

Verbal communication

Attention to detail

Tools

Word

Excel

Outlook

Job description

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• Work with Customer Experience teams and proactively gather feedback on improvements and concerns as part of our internal feedback initiative ‘Help Make It Better’.
• Support the promotion of a continuous improvement culture within Operations and Service.
• Take ownership of issues, investigate thoroughly, and collaborate with internal stakeholders to find solutions to rebuild and restore customer confidence.
• Assist in credit approval processes with accurate root cause analysis to track trends and implement improvements to reduce credit value and billing errors.
• Collaborate with management to review and suggest improvements on Customer Service processes and documentation following quality procedures.
• Oversee the implementation of improvement plans, coordinate with stakeholders, and report progress with the Service Improvement Team to foster a culture of change and development.
• Share best practices and optimize service improvement initiatives across different groups and teams.
• Support and coach the Operations team to enhance performance.
• Ensure accurate and timely credit approvals within SLA.
• Review root causes and approve credits in accordance with ISO9001 standards.
• Contribute to the analysis of TMBS credit reduction goals.
• Identify opportunities for process improvements and support credit reduction objectives.
• Promote adherence to the Credit framework, share best practices, and engage teams to drive continual improvement.

Qualifications

• Previous experience in Telecoms is preferred.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize and work independently.
• Capable of working under pressure.
• Flexible attitude and proactive approach.
• Proficient in Word, Excel, and Outlook.
• Strong attention to detail.
• Ability to drive resolution improvements and ownership of issues.

Additional Information

What are the benefits of working at Daisy?

Our ethos is simple: the more you put in, the more you get out.

We have been awarded a 2 Star accreditation by the Sunday Times Best Companies and voted the UK's Telecoms company in 2023.

Here are some of the benefits we offer:

• 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days!
• Professional development opportunities to help achieve your personal goals.
• Eye care vouchers and discounted Medicash membership.
• Sim deals for you and your family/friends.
• Access to discounts at over 1,200 retailers.
• An extra day off on your birthday or wedding day.