Service Improvement Lead / Project Management / Change Management

Service Improvement Lead / Project Management / Change Management / Customer Service  / Customer Service Centre / Call Centre / Utilities / Water Industry
Redhill, Surrey
Salary £30,000 - £35,000 + benefits
 
Our client supplies water to 685,000 people in the London Boroughs of Sutton, Merton, and Croydon, as well as across East Surrey and parts of Kent. They are a forward thinking, innovative company that is highly regarded for their efficiency and customer service.
 
They currently have an exciting opportunity for a Service Improvement Lead to join their team in Redhill. Within this role you’ll develop, lead and support in the delivery of projects which contribute to the on-going development of the Retail Services Department and Network Management Centre’s services, systems, and processes. You’ll drive / deliver continuous service improvement, identifying and delivering ways to provide better service to their customers.
 
Other responsibilities will be to Introduce, deliver and own the Change Control Framework and Document and Process Repository.  Identifying and managing business risks through adequate process control and you will Identify problems and suggest resolutions.
 
To be successful, the candidate will have knowledge of Project and change management tools / techniques and have experience working in a similar role. Ideally you’ll have a working knowledge of customer service / the water industry (although not essential) and proven ability to identify and promote ways of improving customer service delivery.
 
The Ideal candidate will be a competent IT user, including Microsoft Word, Excel and Outlook and be a confident internet researcher and user. Awareness of customer service centre practices or utility customer service centre practices would be an advantage, along with a formal project management qualification.