Process Improvement Lead

£40000 - £50000 per annum, Benefits: Annual Bonus, Retail Discounts, Benefits Hub, Professional Development, Subsidised Canteen,
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

Are you an innovative and driven Process Improvement Lead seeking an exciting new challenge?
Do you thrive on identifying opportunities to improve efficiencies, overall experience and drive greater return on investment?
We are delighted to be supporting a nationwide multi-brand operation with the appointment of an inquisitive Process Improvement Lead to join their thriving contact centre in Crewe. For over 100 years, the brand has been built on the core values of quality, value, reliability, and service. You will be able to put your own stamp on this brand-new role, supporting the customer care department by enhancing and creating new business processes. After a settling in period the role can move onto a hybrid basis offering the chance to work from home for part of the week.

Forming part of the customer care department, you will lead and support a small team within this thriving multi-channel operation. A variety of systems and processes are in place and the ideal candidate will demonstrate the right behaviour to challenge the status quo. Some key goals are to deliver increased FCR, reduced cost to serve, grow customer satisfaction (measured through TNPS) and contact reduction/deflection.
The successful Process Improvement Lead will:
  • Identify and analyse business and operational process opportunities.
  • Define, design, and implement process improvements.
  • Track and measure ROI for implemented improvements.
  • Analyse productivity opportunities e.g. through system improvement recommendations and manage through to delivery.
  • Coordinate the operational delivery of process change through stakeholder management.
  • Annual bonus.
  • 25 day holiday allowance plus bank holidays.
  • Generous retail discounts and amazing benefits hub.
  • Pension plan.
  • Access to mental health first aiders.
  • Continued training and development opportunities.
  • Subsidised canteen.
The office offers free onsite parking and is a walking distance from a main line train station.
This is an exciting time to join such a prestigious brand on an exciting journey. They are a people-oriented company continually supporting colleagues with the necessary tools, policies, and procedures to excel in their role. They are committed to offer staff development opportunities, job satisfaction and a fun working environment.
For more information, please contact Tim Campion on 0208 989 7779 or
CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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