Role Overview
As Service Improvement Manager, you will lead and manage teams to deliver continuous improvement initiatives for our Operations Service contact centre (OSCC). You will oversee the delivery of sustainable improvements that support our customers and the environment, collaborating across departments to embed changes and ensure they are effective.
Location & Work Hours
Base location: Kemble Court, Reading, RG2 6AD. This is a hybrid role, with the expectation to be in the office and occasional travel to other sites. Working hours: 36 hours a week, Monday to Friday.
Key Responsibilities
* Promote process excellence, problem‑solving, and innovation at OSCC.
* Champion operational best practices.
* Deliver and manage continuous improvement projects from start to finish.
* Use project management tools such as A3s, charters, RACI matrices, and risk logs.
* Guide teams through change with training and coaching.
* Collaborate across functions to embed improvements.
* Mentor leaders and teams for continuous improvement.
* Align priorities with leaders, frontline staff, and support functions.
* Turn business needs into continuous improvement opportunities.
* Communicate progress, risks, and results to stakeholders.
Qualifications
* Track record in service, operational, or continuous improvement leadership at all organisational levels.
* Delivered new processes, training, communications, stakeholder engagement, and adoption.
* Managed competing priorities and influenced decisions without formal authority.
* Facilitated workshops and guided diverse groups to consensus.
* Analysed end‑to‑end customer journeys.
* Identified service failure points and drove improvements across multiple teams.
* Skilled in both strategic planning and practical execution.
* Comfortable with numerical and operational data; able to produce clear, high‑quality presentations.
* Experienced in baseline measurement, benefits tracking, and impact analysis.
Benefits
* Competitive salary up to £75,000 per annum.
* Annual leave: 26 days holiday per year, increasing to 30 with length of service (plus bank holidays).
* Car allowance of £5,800 pa.
* Performance‑related pay plan linked to company performance measures and targets.
* Generous pension scheme through AON.
* Private medical health care.
* Access to a range of benefits for health, wellbeing, and finances – annual health MOTs, physiotherapy, counselling, Cycle to Work schemes, shopping vouchers, and life assurance.
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