Improvement Manager

Bedford, Bedfordshire
£37000/annum + Benefits
18 Oct 2016
17 Nov 2016
Contract Type
Hours Monday - Friday 08:30 am - 17:00 pm

Salary £37,000 per annum + Benefits.

Role Purpose

The CCC Improvement Manager is part of the CCC Leadership Team and is responsible for process optimisation, continuous improvement, efficiency of the CCC to achieve delivery of KPI’s and driving sales through all communication channels via Direct Reports.

Key Accountabilities and Responsibilities

* Technology – maintain understanding of CCC technology, and make recommendations to the Leadership Team of how new Technologies can add value and how existing technologies can be better utilised.
* Process – Optimise efficiency in the system and process - providing analysis and recommendations to Leadership Team with the aim of providing better value and lower costs, versus an original benchmark of performance
* Working with the CCC Manager to provide clarity of vision, strategy & direction for the CCC team
* Total Net Conversion (TNC) – Work with the CCC Manager to ensure that the coaching and development in the CCC is sufficient so that TNC activity can take place.
* To lead the design and implementation of key strategic projects into the CCC, particularly new systems implementations and non-system projects such as incentives, behaviours / standards etc.
* In conjunction with the CCC Manager develop and manage realistic but challenging budgets, customer service improvement plans and actions from employee engagement surveys.
* External Perspective – proactively be aware of/ bringing in practices from Other business units and external Companies
* To identify improvement opportunities and implement strategies and plans that underpin & drive continuous improvements to service levels and customer satisfaction
* To conduct regular1-2-1’s with direct reports and ensure this process exists and is adhered to throughout the team.
* To design & implement effective succession plans in partnership with the Learning & Development team.
* To effectively lead and motivate operational management teams to ensure customer demands are met.
* To ensure that all targets and results are effectively communicated and that all staff are aware of, understand and are working to meet or exceed agreed targets and KPI’s.
* To instigate and champion change improvement plans through clear focussed action.
* To maintain an environment that enables regular two way feedback and communication.

Key Experience, Knowledge and Skills

* Management experience within a multi channel contact centre
* Experience in business process redesign
* Demonstrate influencing skills and push for results
* Engaging and inspirational leadership style
* Educated to degree standard or equivalent

Key Performance Indicators & Measures

* TNC –Total Net Conversion
* NPS – Net Promoter Score
* Productivity
* Efficiency – Adherence %
* Process development

Key Relationships

* CCC Management Team
* HR / L&D / Reward
* IT
* Industry comparators / experts
* Belron® UK Ltd Senior Managers
* Exec team

Scale of Role:

Working with CCC Manager to develop and implement Strategic initiatives for the CCC.

Deputise in the absence of the CCC Manager

Organisational Structure

Spirit of Belron®

Our people, our values and our ways of working define who we are. Ensure the Spirit of Belron® is at the heart of everything you do.

* Be a role model for our values and way of working
* Create trust and respect in others – act with integrity at all times
* Be authentic; be yourself, with skill
* Be known for taking a stand for what is right and important
* Always operate in a manner which is responsible and ethical
* Value the differences in people; treat everyone with dignity
* Be generous with your time for others to enable them to be successful
* Be proud of your business area and be proud of Belron®
* Connect with the local community to delight local stakeholders

Please note that at times due to the volume of applications we may not be able to respond to each person individually. If you do not hear from us within 7 days we're sorry you have not been successful this time. Please do not let this stop you applying for other positions you may be suitable for. Good Luck!

1st Choice Staff Recruitment is an equal opportunities employer and acts as both an Employment Agency & Business