Continuous Improvement Analyst
Continuous Improvement Analyst
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Job Description
Salary: 30000 per annum
Location: Nelson
Working Hours: Monday - Friday 8:30/9:00 - 17:00/17:30
Working as part of the Continual Improvement Team to contribute to service improvement initiatives and continuous improvement plans which are designed to better our internal operations processes cost of delivery and Customer experience.
Responsibilities
- Working with Customer experience teams and proactively taking feedback on improvements and areas for concern as part of our internal feedback initiative Help Make It Better.
- Support in driving a continuous improvement culture within Operations and Service.
- Take ownership and fully investigate issues working with internal stakeholders to find solutions to rebuild and restore customer confidence.
- Support the approval of credits with accurate root cause to track trends on credit reasons and implement improvements to reduce overall credit value & reduce billing errors.
- Work closely with the management team to review and recommend improvements on all Customer Service processes and documents using the agreed documented quality procedures.
- Oversee the delivery of improvement plans drive stakeholders and report on progress with the Service Improvement Team to contribute to a culture of organic change and development.
- Work with other group divisions and teams to share best practice and optimize service improvement initiatives.
- Support and coach the Operations team to improve performance.
- Provision of accurate and timely credit approvals within SLA.
- The review of root cause and approval of credits in line with the ISO9001 quality management system standards.
- To contribute to the analysis of TMBS credit reduction objectives.
- To identify opportunities for improvement within the business processes and contribute to BSI credit reduction objectives.
- To support the adherence of the Credit framework share best practice and engage with all teams to drive continual improvement.
Qualifications :
- Previous experience in a Telecoms is desired
- Customer Service Centre experience essential
- Excellent communication skills; and written
- Desire to examine and understand situations
- Ability to think creatively and problem solve around complex issues
- Able to priorities work load and work autonomously
- Able to work under pressure
- Can do attitude with a flexible approach to work
- Computer literate in Word Excel and Outlook
- Strong attention to detail
- Ability to drive improvements to resolution and identify ownership of issues.
Additional Information :
What are the benefits of working at Daisy
Our ethos is simple: the more you put in the more you get out.
We have been awarded a 2 Star accreditation by the Sunday Times Best Companies and voted as the UKs no.1 Telecoms company in 2023.
Here are some of the benefits that we offer
- 25 days holidays plus bank holidays and an additional day for each year of service up to 30 days!
- 500 referral scheme bonus
- Professional development to help you achieve your personal goals
- Eye care vouchers available and discounted Medicash membership
- Sim deals for you and your family/friends
- Access to discounts and savings at more than 1200 retailers
- An additional day off on your birthday or if youre getting married
#LI-Onsite
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
