Continuous Improvement Project Manager

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 a resilient and ambitious customer service driven Project Manager seeking an exciting opportunity?
Are you able to effectively identify, lead and implement service improvements within a busy contact centre?

CCP are delighted to be supporting a new client with their appointment of a Continuous Improvement Project Manager on a temporary basis. This is on a full time, fixed term contact until March 2024 with a very flexible, hybrid working arrangement. You will work closely with the Contact Centre/Service Delivery Managers and Quality and Performance Manager to drive improvements and performance across the contact centre and Customer Experience function.

The successful Continuous Improvement Project Manager will identify and run a wide range of projects to bring and develop services and processes into the Contact Centre. You will be able to recognise areas for improvement in the customer/agent journey and work effectively with stakeholders with the onboarding of services. You will involve project and delivery management, process mapping and excellent analytical abilities. If you come from a background of continuous improvement, business process re-engineering, business development or project/delivery management we would love to hear from you.

The post requires a flexible approach and resilience to work in a fast-paced environment and changing priorities. You will possess excellent interpersonal skills and the ability to understand a wide range of data, processes, and systems across multiple service areas and contact channels.

Responsibilities:

• Assist the Quality and Performance Manager and Service Delivery/Contact Centre Manager in the delivery of service improvements.
• Analyse activity and contact volumes and implement end to end process efficiencies within the Customer Service Centre.
• Ensure that customer insight, data collection and feedback will be central to the service design process. 
• Co-ordinate customer journey mapping across diverse and complex processes, to improve the customer experience and make best use of resources.
• Assess the viability of the transfer of functions based on operational fit and financial constraints.
• Document and articulate a compelling business case for change, complete with business and financial benefits.
• Assist in the development, testing and implementation of the prime contact centre technologies.
• Work with the Contact Centre/Service Delivery Manager to ensure a smooth transition of services to the operation, including knowledge base and training.
• Use user centric design to enable effective service redesign.

Skills, Experience and Criteria:

• Relevant degree, appropriate professional qualification, or experience in process improvements, project management or operational efficiencies.
• Experience of working in both a project and operational environment, with the ability to analyse and document customer journeys and end to end processes.
• Demonstrate success delivering meaningful change initiatives involving a range of stakeholders.
• Able to present and report data driven, creative and innovative initiatives.  
• Exceptional organisational skills with proven experience managing multiple campaigns and projects.
• Ability to engage with the wider organisation and diplomatically communicate with colleagues on various levels, showing tact and discretion.
• Numerate and analytical, with the ability to identify areas of improvement.
• Qualification in Prince 2, Agile methodology or similar, or experience using mapping tools. 

Benefits:

• Flexible hybrid working model.
• Generous annual leave of 29 days which increases with service.
• Option to buy additional holiday.
• Excellent Local Government Pension Scheme up to nearly 20%.
• Various retail and travel discounts.
• Enhanced family friendly policies.
• Cycle to work scheme.

Apply today to be considered for this exciting role as a Continuous Improvement Project Manager. This is a fantastic opportunity to join a wonderful organisation built on growth, equality, and integrity. For more information, contact Tim Campion on 0208 989 7779 or email tim@ccprecruitment.com.

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.