A quick look at the role
The Business Improvement Support role enables the successful delivery and implementation of change initiatives, by supporting Process Improvement Specialists and the wider Customer Experience team. In this role you will assist in business improvement projects, maintain process directories and essential team documentation, analyse data and information and any other support activities which help Biffa’s focus to delivering great customer experience.
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Your core responsibilities
* Support the Customer Experience Team to deliver the Customer Experience vision and governance by Identifying and implementing improvement initiatives in alignment with the company’s strategic goals.
* Provide project support where needed, capturing and mapping the “As is” and “To be” processes where appropriate, documenting ways of working and making recommendations for change.
* Provide support in workshops adding expertise, engaging in discussions, capturing input and actions and helping to achieve the objectives of the meeting.
* Work closely with the Customer Experience team and with key stakeholders and process owners to ensure that new policies and processes are embedded and being delivered to the expected consistency and standards
* Provide detailed information to support and embed change, working across the business to share best practice and promote a culture of continuous improvement within the company.
* Provide detailed information to support and embed change, working across the business to share best practice and promote a culture of continuous improvement within the company.
* Work with the Customer Services Change Manager to provide content for training and knowledge articles to support the business to deliver policies and processes effectively
* Complete end to end business improvement initiatives, either with the support of the team specialists, or on your own, ensuring all documentation is completed accordingly and benefits gathered and shared.
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Essential requirements
* 2 years’ experience within a customer service or operational environment
* Driven to improve the customer experience and the quality of service provided
* Proven experience in delivering end to end change plans through effective communication
* Demonstrated process mapping capabilities (Visio, ARIS etc)
* Familiarity with project management approaches, tools and phases of the project lifecycle, including a solid understanding of how people go through change and the change process
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Biffa, changing the way people think about waste
At Biffa, we love working with waste. Whether we’re turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It’s a view that’s shared by our 11,000+ people around the country, who trust us to provide them with a career that’s always rewarding, often challenging, but never dull. And it’s why we’re the UK’s No. 1 choice for business waste management.
We believe different ideas, perspective and backgrounds are key to developing a creative and effective working environment which is why you’ll find us championing diversity and equality at every turn.