Continuous Improvement Lead (Customer Care)
Internal use only - Grade F
About us.
We’re The Very Group, and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on Very.co.uk to help them say yes to the things they love.We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and wellbeing.
About the team.
Our award-winning Customer Care Team are at the forefront of our relationship with our customers. We are not only passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture.
The Customer Care Change Team is at the heart of an ambitious programme that is redefining the services we provide to our customers. We are looking for a Continuous Improvement Lead to join us on a permanent basis.
About the role.
Please note that this role is hybrid, and will be based from our Head Office in Speke 2 days per week.
The closing date for this role is Friday 7th February 2025
As a Continuous Improvement Lead, you are responsible for ensuring all Customer care & customer problems and finding opportunities to improve. You will use continuous improvement methodology to maximise operational improvements and minimise impact into business operations.
You are responsible for the holistic view of how the recommendations impacts our internal and external customer to be their voice, creating and leading the customer plan for readiness, risk management and change adoption.- Responsibility for all continuous improvement activity within your squad and virtual teams including planning and reporting to deliver business value early and at high velocity.
- Leading and collaborating with individuals across FS and non-FS areas, strategic partners, and 3rd parties.
- Responsibility for the management of all CI work including actions, milestones, and approval of recommendations
- Management of CI discovery activity including actions, milestones, and approval of recommendations
- Engaging and collaborating within your squad and impacted business areas to ensure the correct impacts, mitigations and timelines are established and worked towards.
- Direct responsibility for identifying business/customer opportunities across Customer Care operations with key focus on strategy and key metrics
- Proactive approach to insight through analysis of business processes to support requirements gathering and gap analysis.
- Customer journey mapping -review ‘as is’ and map ‘to be’ to aid development of the solution and validation of recommendations.
- Responsibility for stakeholder engagement up to executive level.
- Flexible, hybrid working model
- Inclusive culture and environment, check out our Glassdoor reviews
- 27 days holiday + bank holidays
- Udemy learning platform
- Bonus potential (performance and business-related)
- Up to 25% discount on Very.co.uk
- Matched pension up to 6%
- More benefits can be found on our career site
How to apply
Please note that the talent acquisition team are handling this vacancy directly, and if successful in securing this role, you may be required to undertake a credit, CIFAS and CRB check.
What happens next?
Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails! We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share your CV with the hiring manager to review, and then be in touch to move to the interview process.Our interview process is tailored to each role and can be in-person and remotely. We will always look to make the adjustments you need to bring your best self to interview.
Equal opportunities
We’re an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.Please contact us to request accommodation.