Salary: £? - ? per year Requirements: Previous experience in a Service Improvement Lead, Operations Lead, Business Analyst, Operational Consultant or similar role Strong experience working within a contact centre or customer service environment Proven experience supporting operational recovery, service improvement or CRM stabilisation initiatives Hands-on experience with Microsoft Dynamics 365, including workflows, queues, case routing and dashboards Strong analytical and process mapping skills with the ability to turn insight into practical recommendations Excellent stakeholder management and communication skills, with the ability to influence positive change Responsibilities: Acting as our embedded Service Improvement Lead within the department, coordinating service improvement and recovery activities Identifying service issues, customer pain points and operational risks, driving them through to resolution Reviewing and improving customer service processes, workflows and customer journeys Working closely with technology teams to support the stabilisation and optimisation of Microsoft Dynamics 365 Analysing customer, case and operational data to identify trends, root causes and improvement opportunities Supporting backlog reduction, demand management and service performance improvements Technologies: CRM Embedded Support Office 365 C++ More: We are recruiting for an experienced Service Improvement Lead to join our busy Leicester-based company on an initial 4-month contract. This is a full-time, Monday to Friday hybrid role offering up to £600 per day depending on experience. The role is ideal for someone who enjoys solving operational challenges, improving customer journeys, and driving meaningful service improvements within complex environments. You will support operational recovery and stabilisation following the implementation of Microsoft Dynamics 365, working closely with customer service, technology and leadership teams to identify issues, coordinate improvement activity, and enhance service performance across all customer channels. This is an excellent opportunity to join our business during a period of significant transformation and make an immediate impact on customer service operations. last updated 24 week of 2026