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Continuous Improvement Coordinator

Continuous Improvement Coordinator

Location:  Hatfield, England
Salary:  Pension Scheme



Continuous Improvement Coordinator

Reporting to: Continuous Improvement Manager
Budget Responsibility: Yes
People Management: Yes

As a Continuous Improvement Coordinator you will: 
·Work as part of a new function supporting our Customer Relations transformation programme
·Play a lead role in transforming our customer journeys, delivering a prioritised roadmap of initiatives
·Deliver continuous improvement across Customer Relations, including working with other business units impacting the customer journey
·Be accountable for delivery of customer service improvement and cost efficiencies
·Be a change champion, implementing successful business change across all areas of the customer journey
·Identify and work closely with business champions across multiple areas, for successful implementation
·Focus on multiple customer channels, working closely with our new digital customer experience team
·Identify opportunities and present to senior stakeholders outlining costs and associated benefits
·Work across all customer facing teams, across 2 sites – Hatfield & Folkestone
·Facilitate workshops to focus improvement, transfer knowledge and engage team members in activities to support deployment of lean ways of working
·Be accountable for the integration of Lean/Continuous Improvement principles and tools for driving improvement in customer service
·Ensure that customer service teams follow existing company process and make improvements where required 
·Use statistical metrics and data collection techniques to determine project opportunities and improvements, and work closely with MI & Insight colleagues
·Recognise impact of continuous improvement activities on performance of our water industry measure - SIM (Service Incentive Mechanism), and provide recommendations for improving performance
·Use Lean and/or DMAIC methodology to deliver service improvements to the customer
You must have the following skill, experience and outlook:
·Strong team leadership skills
·Self-starter with a “can-do” attitude
·High degree of numeracy with strong analytical skills
·Have a strong enquiring mind and keen to learn and grow
·Strong communication, both verbal and written, impact and influencing skills
·Strong organisational skills with the ability to lead multiple projects simultaneously
·Excellent attention to detail
·Expertise in Lean and/or DMAIC methodology
·Experience in a customer focused industry is preferable
·At least 5 years relevant experience in Lean/Continuous Improvement roles
·Extensive change delivery experience
·Graduate degree desirable
We offer a dynamic challenging job in a friendly working climate. You will have the opportunity to create, shape and drive something new for my client . We offer a competitive remuneration package, including some brilliant benefits. You will have a great deal of responsibility with endless opportunity for impact and freedom for initiatives. Given the nature of the role, a certain level of flexibility in working hours is important.


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