Customer Insight & Service Improvement Lead

VIVID; Portsmouth; Hybrid; GBP 55,000 - 65,000; Full time

Benefits offered by this job

Holiday allowance 26 days pro rata

Performance-related bonus

Pension 6% match

Life assurance x3 salary

Private medical insurance

Medicash health plan

Parental leave enhancements

Counselling and financial information

Electric car scheme

Learning & mentoring programs

Job summary

VIVID is recruiting a Service Improvement & Quality Manager to join our Customer Resolution team in Portsmouth. This 12-month fixed term contract requires 37 hours per week with a minimum of 20% office-based presence to enable collaboration.

You will drive improvements using data, insights and customer feedback across the organisation, leading the Service Improvement Team and ensuring robust lessons learnt and quality assurance across services.

Qualifications

• Experience leading service improvement, quality assurance or customer insight activity.
• Strong understanding of complaint management, customer feedback and continuous improvement methodologies.
• Experience analysing data, identifying trends and translating insight into practical service improvements.
• Excellent communication and influencing skills, with the ability to engage effectively with colleagues at all levels.
• Experience facilitating workshops, lessons learnt sessions or improvement forums.

Responsibilities

• Lead the Service Improvement Team and translate feedback into actionable insights.
• Oversee lessons learnt activities, improvement programmes and quality assurance processes.
• Ensure data quality and informed decision-making for complaints insights.
• Collaborate with stakeholders to deliver improvement actions and measure outcomes.
• Support compliance with policies and reporting standards.

Skills

Service improvement

Quality assurance

Customer insight

Data analysis

Stakeholder engagement

Workshop facilitation

Leadership coaching

Organizational planning

Project management

Problem solving

Tools

CRM systems

Job description

VIVID is recruiting a Service Improvement & Quality Manager to join our Customer Resolution team in Portsmouth. This 12-month fixed term contract requires 37 hours per week with a minimum of 20% office-based presence to enable collaboration.

You will drive improvements using data, insights and customer feedback across the organisation, leading the Service Improvement Team and ensuring robust lessons learnt and quality assurance across services.