Continuous Improvement Specialist

Riverside; Liverpool; Hybrid; GBP 31,000 - 35,000; Full time

Job summary

Join Riverside as a Continuous Improvement Specialist to enhance our services in the housing sector. You'll be analyzing data, driving improvements, and ensuring customer satisfaction with innovative solutions. We value diversity and encourage applicants to contribute to our inclusive workplace culture, where your insights will actively shape the experiences of our customers.

Benefits

Competitive pay

Generous pension

28 days holiday plus bank holidays

Flexible working options

Investment in learning

Qualifications

• Experience of working in contact centres ideally in the Housing Sector.
• Strong analytical skills and proven record of improving customer satisfaction.
• Experience providing meaningful management information.

Responsibilities

• Capture and analyse data from multiple streams ensuring integrity.
• Generate actionable insight from data to identify improvement opportunities.
• Collaborate with various teams to enhance customer experience.

Skills

Analytical skills

Customer satisfaction

Root cause analysis

Trend identification

Education

Experience in contact centers

Experience in the Housing Sector

Tools

Salesforce

Microsoft Dynamics

Power BI

Tableau

Google Analytics

Job description

2 days ago Be among the first 25 applicants

Job Title: Continuous Improvement Specialist

Contract Type: Permanent

Salary: £31,181.20 (£34,295.43 is achieved after 12/18 months successful performance in the role)

Working Hours: 35 hours per week

Working Pattern: Monday - Friday

Location: Liverpool / Hybrid

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as Continuous Improvement Specialist

In this role you will be working within a team of CI Specialists in building up our capability to capture and analyse data from multiple streams, ensuring completeness and accuracy. Making sure we never have to doubt the integrity of our data. also you will generate actionable insight from the data to identify opportunities for improvement strategically aligned to existing plans, supports our target operating model, eliminating pain for customers, educating customers to help themselves and get the right outcomes, simplifying our services and respecting customers time through automated transactions. Ideally in this role you will be providing qualitative and quantitative insight to enable the CI Business Partner to engage with stakeholders across the business, making sure that we are listening and acting on the views of customers.

About You

We are looking for someone with:

• Must have experience of working in contact centres and complaints functions (preferably in the Housing Sector)
• Analytical and conceptual thinker with demonstrable experience of root cause analysis, with a proven track record of driving improved customer satisfaction
• Evidence of being results driven with strong analytical skills, demonstrable ability to identify trends and experience of providing meaningful management information
• Experience of Salesforce, Microsoft Dynamics, Power BI/Tableau, Google Analytics or similar digital tracking tools
• Knowledge of credible sources of secondary data and benchmarking reports in relation to the state of customer service within the UK, and evidence of how that has been applied to support business cases.
  
  

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working With Us, You’ll Enjoy

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits
  
  

Diversity And Inclusion At Riverside

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

The Continuous Improvement Specialist plays a key role in getting it right first time for our customers. This role is about being customer obsessed, innovation and driving continuous improvement. You will play a large part in making sure that we are listening and acting on customers views through various levels of insight, removing barriers that create customer friction and drive seamless customer experiences.

Role Requires You To

• The Continuous Improvement team will be embedded with the Contact Centre and this role will be part of a wider team.
• Reporting directly to our Continuous Improvement Business Partner you will be working on building and refining insight that is captured from customer contacts, complaints and Q&A framework.
• Working within a team of CI Specialists in building up our capability to capture and analyse data from multiple streams, ensuring completeness and accuracy. Making sure we never have to doubt the integrity of our data.
• Generate actionable insight from the data to identify opportunities for improvement strategically aligned to existing plans, supports our target operating model, eliminating pain for customers, educating customers to help themselves and get the right outcomes, simplifying our services and respecting customers time through automated transactions.
• Providing qualitative and quantitative insight to enable the CI Business Partner to engage with stakeholders across the business, making sure that we are listening and acting on the views of customers.
• Have a handle on customer service trends within housing and other sectors so we can understand areas of parity and differentiation via engagement with credible sources of secondary data and benchmarking reports.
• Cross functional collaboration with but not exclusively, Asset Services, Homes and Communities and Homeownership.
• Supporting the delivery of test and learn activities, assessing the impact and providing recommendations through clear and concise reporting.
• Understand customer friction points from journey mapping and design, delivery and embedding of a process improvement framework and support stakeholders in driving tangible change in response to those challenges.
• Working with business leads on failure demand insight that will feed into our CX strategy, getting it right first time, listening and acting upon feedback and keeping our promises
• Working with business leads on complaints and providing root cause analysis that will feed into service delivery plans such as CX steering group, ensuring we can embed sustainable change
• Support in reducing cost to serve through reducing business effort and demand
  
  

Person specification

Essential

• Must have experience of working in contact centres and complaints functions (preferably in the Housing Sector)
• Analytical and conceptual thinker with demonstrable experience of root cause analysis, with a proven track record of driving improved customer satisfaction
• Evidence of being results driven with strong analytical skills, demonstrable ability to identify trends and experience of providing meaningful management information
• Experience of Salesforce, Microsoft Dynamics, Power BI/Tableau, Google Analytics or similar digital tracking tools
• Knowledge of credible sources of secondary data and benchmarking reports in relation to the state of customer service within the UK, and evidence of how that has been applied to support business cases
• Evidence of remaining agile and adapting to changing customer behaviours and internal stakeholder requirements
• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• Excellent communication skills, able to write and deliver professional, quality reports.
  
  

Desirable

• Experience of improvement methodologies or change management.
• Ability to work within a project environment and take the lead as the situation requires.
• Effective stakeholder management and presentation skills. Ability to build relationships internally and externally

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Non-profit Organizations

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