Posted: Posted 15 days ago

Process Improvement Analyst

Salford Quays, Manchester

In this role, you will be responsible for the process management and improvement programmes to refine end-to-end processes across our Consumer product set. You'll thrive on creating a better customer experience which should result in measurable operational and financial benefits to the business.

You'll play an important part in the Service Assurance team in improving the service levels, costs, and operational efficiency through process.  You'll provide valuable analysis on performance through data gathering, root cause analysis and performance trending to identify and implement process improvements to our diagnostics processes, whilst aiming to improve our customer experience and drive down business costs.

This role is key to identifying process gaps and ensure we drive improvements for our customer and agent repair diagnostic journeys, ensuring our customers get the best assurance experience possible.

A proactive approach is required for this role in our fast-paced environment. in return we will help you to learn and gain beneficial experience about our business which will enable you to develop further.

How will I deliver in this role?

  • You'll manage and improve existing processes with a customer central focus to further reduce customer churn and increase NPS scores.

  • You'll provide ongoing analysis of performance and quality, highlighting any immediate areas of improvement

  • You'll interrogate and manipulate data to highlight key trends across Service Assurance

  • You'll undertake continuous process improvement to increase service levels, quality, and drive cost reduction.

  • Be an excellent team player working closely with the rest of the team and ordering functions to deliver our goals.

  • Analysis on process adherence and effectiveness throughout developments and changes to our diagnostics.

  • Feed into Quality Improvement Plans, that ultimately improves the customer experience and reduces the cost of failure.

What do I need in order to deliver in the role?

To succeed in this role, you'll need to be accustomed to data analysis techniques whilst keeping the customer journey central at all time. You need to be enthusiastic about providing a data-driven approach to assist the team in decision making and able to communicate effectively to stakeholders at different levels.

You'll have a relentless passion for customer service, always putting the customer first.

You'll also have:

  • Previous experience of process & continuous improvement

  • Advanced knowledge of Excel

It would be great to also have:

  • Data Manipulation / Analysis Techniques with good knowledge of SQL

  • An aptitude or enthusiasm for coding/development

  • Telecoms / ISP Experience

  • Six Sigma

The Benefits

We understand the importance of recognising and rewarding our colleagues. In addition to your base salary, you will be provided with a company bonus, pension scheme, private healthcare cover, income protection and life assurance.

We also:

  • Embrace flexible working

  • Encourage you to participate in a development programme that will be led by you, supported by your line manager and backed by the business.

  • Offer free TalkTalk broadband and TV

  • Offer wellbeing and recognition schemes

  • Offer a range of discounts on shopping

On top of all this, you get to choose your benefits flexibly around what works best for you!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

Does this job look right for you? Want to work your way?

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