A quick look at the role
The Business Improvement Support manages the successful delivery and implementation of change initiatives in the I&C division, by supporting Process Improvement Specialists and the rest of the customer experience team to analyse, measure and report on new and on-going initiatives. The role will involve mapping all processes to an agreed standard and supporting communications and rollout via robust routines, ensuring the smooth implementation and adoption new initiatives.
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Your core responsibilities
* Work closely with customer facing operations using MI and insight to identify gaps in policy and process or areas for improvement focused projects
* Use a range of rigorous diagnostic methods; investigate opportunities and create focused interventions to improve process efficiency and remove failure and improve customer satisfaction whilst maintaining high levels of customer focus
* Make recommendations for improvements to policies and processes, gather the key inputs for business cases and where approved, implement changes
* 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
* Utilise skills and knowledge to provide detailed information to support and embed change, working across the business to share best practice
* Prioritise and deliver business requirements and content for training and knowledge articles to support the business to deliver policies and processes effectively
* As a process mapping expert and in conjunction with stakeholders in the wider business, audit, write, update and maintain all business processes in line with governance guidelines and timescales.
* 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 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.