Service Improvement Executive

Goodlord; Sheffield; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Growth & development fund

Bi-weekly coaching with Sanctus

25 days annual leave + bank holidays

Parents’ leave support

Team culture and collaboration

Job summary

Goodlord in Sheffield is seeking a highly analytical Service Improvement Executive to own the data behind our support operation, digging into customer journeys and identifying patterns and bottlenecks. You will design practical improvements and balance efficiency with the quality of the customer experience.

You will explore AI, automation and other technology to streamline our support function and take ownership of implementing scalable solutions, while collaborating across departments to secure

Qualifications

• Experience working with large volumes of data and turning insights into action.
• Proven background in operations or data analytics.
• Confident with data and building dashboards from concept to delivery.
• Experience identifying bottlenecks and improving customer experience.
• Natural relationship builder with stakeholders.

Responsibilities

• Own data behind the support operation and analyze customer journeys.
• Identify patterns, needs, and opportunities from contact trends.
• Break down processes to find bottlenecks and improve efficiency.
• Design practical improvements balancing efficiency with customer experience.
• Explore AI, automation and technology to streamline operations and assess value.
• Advocate for cross-functional buy-in for new methodologies.

Skills

Data analysis

Dashboarding

Excel

Google Sheets

Stakeholder management

SQL

Tools

SQL

Job description

Location - this role is based in our Sheffield office 2 days per week with the remaining 3 days working remotely

We are looking for a highly analytical and pragmatic Service Improvement Executive to drive continuous improvement initiatives across our support function. In this role, you will act as a detective and an architect-digging into data to find inefficiencies and design and implement scalable, tech-forward solutions to elevate our customer experience.

Our mission:

• Two in five people in the UK rent their homes. Goodlord's mission? To be the gold standard platform for renting

• We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution

• Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission!

The Opportunity:

• You’ll own the data behind our support operation, making sure we have the right information to understand what’s happening across our customer journeys. You’ll dig into contact trends to understand who is contacting us, what they need help with and when, using data to identify patterns, opportunities and areas for improvement.

• You’ll look at how our teams spend their time and break complex processes down into smaller tasks to understand where the biggest bottlenecks are. You’ll use this insight to identify where we can improve efficiency, remove unnecessary work and make better use of our resources.

• You’ll turn your findings into practical solutions. Whether that’s improving a process, introducing a new way of working or finding a smarter workaround, you’ll use data and customer insight to design improvements that make a genuine difference. You’ll balance efficiency and cost saving opportunities with the quality of the customer experience, making sure we don’t improve one at the expense of the other.

• You’ll explore how AI, automation and other technology can help us work smarter. You’ll assess potential tools based on their effectiveness and value, and take ownership of implementing solutions that can streamline our support operation and improve the customer experience.

• Act as an internal advocate for process changes. Pitch new operational methodologies to other departments, securing the cross-functional buy-in necessary for successful rollout.

What we need from you:

• Experience working with large volumes of data, spotting the story behind the numbers and turning insights into action.

• Previous experience working in an operations or data analytics role.

• Confident working with data and building dashboards. You take ideas from concept through to delivery and are comfortable learning whatever you need to make them happen.

• Experience identifying bottlenecks and improving the customer experience.

• A natural relationship builder, equally comfortable collaborating with others and presenting to stakeholders.

• Strong Excel and Google Sheets skills.

It would also be great if you have:

• Experience querying SQL databases or using similar data tools

• Experience working in a customer support or customer-facing environment and understand the importance of balancing operational efficiency with a great customer experience.

Why you'll love being a Goodlordian

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info).

• Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally!

• Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health

• 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.

• Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals

• Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

A full job spec is available on request.

Goodlord wants applicants from all backgrounds and walks of life; we are an equal opportunity employer committed to creating an inclusive environment.

Creating a space where everyone feels included is central to who we are. Because we're an open book and we learn from each other, we actively champion diverse perspectives and unique life experiences. If there is anything you need to participate fully in the interview process, we'd love to hear about that too - please include it in your application.

Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.