Customer Care Process Optimization Specialist

Perk; Birmingham; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading travel and spend management platform is seeking a Business Process Improvement Specialist to analyze and optimize customer care workflows. In this impactful role, you will work cross-functionally using data-driven insights to enhance efficiency and service quality. Ideal candidates possess experience in process improvement and strong analytical skills, thriving in a dynamic environment. Company benefits include competitive pay, equity ownership, and generous leave policies. Based in Birmingham, this role supports hybrid working while valuing direct collaboration.

Benefits

Competitive compensation

25 days annual leave

Private medical cover

Company pension plan

Life Insurance

Income protection

Cycle and electric car schemes

Wellbeing partner sessions

Paid parental leave

Work from Anywhere days

Discounts and rewards

Paid sabbatical after 5 years

Relocation support

Qualifications

• Experience in process improvement, operations, customer care, or a related field.
• Strong analytical skills with the ability to interpret data and propose clear recommendations.
• Excellent communication and stakeholder management skills.
• Comfortable operating in a fast-paced, high-growth environment with evolving priorities.

Responsibilities

• Conduct detailed assessments of current customer care processes.
• Use data insights and operational metrics to inform recommendations.
• Map and redesign processes with stakeholders.
• Monitor and analyze KPIs to assess the performance of changes.

Skills

Process improvement

Analytical skills

Communication skills

Stakeholder management

Job description

A leading travel and spend management platform is seeking a Business Process Improvement Specialist to analyze and optimize customer care workflows. In this impactful role, you will work cross-functionally using data-driven insights to enhance efficiency and service quality. Ideal candidates possess experience in process improvement and strong analytical skills, thriving in a dynamic environment. Company benefits include competitive pay, equity ownership, and generous leave policies. Based in Birmingham, this role supports hybrid working while valuing direct collaboration.