Continuous Improvement jobs in United Kingdom

This is a hands‑on leadership role where you will manage a field‑based team delivering face‑to‑face customer support during incidents, complaints and proactive customer activity. You will play a key role in protecting customer experience during challenging situations, while developing a high‑performing, safety‑focused team.

• Leading, developing and motivating a team of around 13–15 field‑based Customer Representatives, including performance, wellbeing and absence management.
• Managing the delivery of customer‑facing activity during and after operational incidents, ensuring customers feel supported and informed.
• Overseeing field‑based support linked to customer complaints, claims, CGS and compensation activity when required.
• Driving productivity and quality across customer workstreams such as incidents, aftercare, operational support and proactive complaint deflection.
• Acting as a key point of collaboration across Customer Operations, including Incident Management, OCC, Complaints and Aftercare teams.
• Ensuring a zero‑compromise approach to health, safety and wellbeing through regular field‑based checks, briefings and assurance activity.
• Leading continuous improvement initiatives to enhance customer service delivery and team effectiveness.

Base location: Kemble Court, RG2 6AD, with regular field activity.

Working hours: This role operates on a varied shift pattern between 7am and 9pm, including a standby rotation. Hybrid working applies, with around 2–3 days per week based at Kemble Court or in the field.

• Proven experience delivering customer‑focused services, ideally in operational or field‑based environments.
• Experience leading, managing or supervising a team, with a supportive and performance‑driven approach.
• Strong communication skills, with the confidence to engage and influence stakeholders at all levels.
• A track record of driving improvement and managing change in fast‑paced environments.
• Strong analytical and problem‑solving skills, with experience producing clear reports or presentations.
• Good working knowledge of water and utility industry operations would be beneficial.
• Confident use of MS Office tools, particularly Excel and PowerPoint.

• This role will be paid from £38,180 to £45,000 per annum, depending on skills and experience, plus additional standby payments roughly £1,500 per year.
• 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.