Continuous Improvement and Customer Experience Manager

Reports To: People and Customer DirectorMain Purpose of the JobTo promote a culture of continuous improvement and to ensure applicants and customers receive the best customer experience when interacting with Charis.Main ResponsibilitiesTo support internal project delivery, providing Lean input, as requiredContinuously review and challenge Customer Service function processes to ensure first time resolution; one time handling; removal of manual processes and elimination of wasteReview processes to reduce time from application to awardTo manage and review the ‘customer experience’ across the business ensuring delivery of the best service possible at all touch pointsTo proactively identify improvements to the customer journey based on new technology and forward thinkingTo review the complaints handling process ensuring pragmatic solutions used where possible to get most efficient and effective outcomes; including regular auditsTo track and analyse all complaints, identifying root causes in order to identify process improvements and/or coaching required to share with team leaderAnalyse calls to identify top reasons for calls and trends; identify most appropriate ways to self serve and improve customer experienceAnalyse feedback from system users to translate into improvements and recommend changes through appropriate channelsWork with leadership team to achieve the vision for single contact, end to end applicationKnowledge, Experience and CompetenciesExperience in a customer service environmentUnderstanding and experience of Lean principles and process improvementsExperience of creating process mapsAbility to analyse information and identify trendsGood IT skills to use call handling systems, internal systems and MS OfficeBenefits & RewardsPeople who work with Charis have the opportunity to excel, innovate, learn and grow and we offer an excellent range of benefits that contributes to employee satisfaction and organisational success.
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