Process Improvement Manager

Essex County Council; Essex; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

Essex County Council seeks a Process Improvement Manager to lead the re-design of its first line contact services into a single hub. This role involves overseeing business process re-engineering for customer call centres and requires experience in transformation, project management, and operations management.

Responsibilities

• Lead the review and re-design of first line contact services.
• Complete Business Process Re-engineering for two customer call centres.
• Combine teams into a single customer hub.

Skills

Business information analysis

Transformation

Project management

Data analysis

Operations management

Job description

Process Improvement Manager

Full-Time, Temporary

6 Months Contract

£450 Umbrella per day

Outside IR35

Closing Date: Monday 30th June 2025

Project brief:

We are looking for an exceptional individual to lead in the review and re-design of our first line contact with the organisation across a range of service areas to consolidate into a single contact centre and expand our communication channel use.

This is aligned to a new focus on resident contact in and out of the organisation, driven by a desire to have resident at centre of all services.

The key deliverables of this engagement will be the completion of Business Process Re-engineering exercise for two customer call centres before combining two teams to create a single customer hub, bringing in functions from other first line contact points within the organisation as appropriate, with new processes designed to seamlessly connect through to back-office service provision.

Experience that you will bring:

• Business information analysis
• Transformation
• Project management
• Data analysis
• Operations management

If you have any queries regarding this role, please contact [e-mail]

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