Continuous Improvement jobs in Grã-Bretanha

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Client: Riverside

Location: Liverpool, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 57623789ac41

Job Views: 2

Posted: 30.03.2025

Expiry Date: 14.05.2025

Job Title: Continuous Improvement Business Partner
Contract Type: Permanent
Salary: £60,591 (66,970 is achieved 12 months successful performance in the role)
Working Hours: 35 hours per week
Working Pattern: Hybrid
Location: Liverpool based with the expectation of regular travel to London.

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Applications may close before the deadline, so please apply early to avoid disappointment.

The difference you will make as the Continuous Improvement Business Partner:

You will play a key role in getting it right first time for our customers and focusing on consistent continuous improvement. We are looking for someone who is customer obsessed, who innovates and drives continuous improvement. You will play a large part in making sure that we are listening and acting on customers views through various levels of insight, removing barriers that create customer friction and drive seamless customer experiences.

About you:

You will be an experienced CIBP looking for a new challenge. You will have experience working with CI preferably within housing and across multi-site contact centres. You will be extremely analytical with an abundance of management skills to support change management, to be able to influence key stakeholders and drive your team forward for success.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Role Profile:

• This is a data led role working within the Contact Centre Transformation team and reporting directly to our Transformation lead, you will be working alongside Heads of Service in building and refining business cases that are built on the insight captured from customer contacts, complaints and Q&A framework.
• Leading multiple teams including a team of portfolio experts in building up our capability to capture and analyse data from multiple streams, ensuring completeness and accuracy. Making sure we never have to doubt the integrity of our data.
• You will also lead the Contact Centre Training, Quality and Assurance team, that ensures compliance against Riverside values and embeds a coaching culture.
• Clear training plans based on coaching outputs and customer insight.
• Generate actionable insight from the data to identify opportunities for improvement strategically aligned to existing plans, supports our target operating model, eliminating pain for customers, educating customers to help themselves and get the right outcomes, simplifying our services and respecting customers time through automated transactions.
• Providing qualitative and quantitative insight with stakeholders across the business, making sure that we are listening and acting on the views of customers.
• Have a handle on customer service trends within housing and other sectors so we can understand areas of parity and differentiation via engagement with credible sources of secondary data and benchmarking reports.
• Cross functional collaboration with but not exclusively, Asset Services, Homes and Communities and Homeownership.
• Support in driving forward test and learn activities, assessing the impact and providing recommendations through clear and concise reporting.
• Understand customer friction points from journey mapping and design, delivery and embedding of a process improvement framework and support stakeholders in driving tangible change in response to those challenges.
• Working with business leads on complaints and supporting our compliance against the Housing Ombudsman code by providing root cause analysis that will feed into service delivery plans such as CX steering group, ensuring we can embed sustainable change.
• Support in reducing cost through reducing business effort. Using Q&A data.
• Must have experience of working in multi-site contact centres and complaints functions (preferably in the Housing Sector).
• Analytical and conceptual thinker with demonstrable experience of root cause analysis, with a proven track record of driving improved customer satisfaction.
• Experience of stakeholder engagement, and influence in managing change resistance.
• Evidence of being results driven with strong analytical skills, demonstrable ability to identify trends and experience of providing meaningful management information.
• Experience of Salesforce, Microsoft Dynamics, Power BI/Tableau, Google Analytics or similar digital tracking tools.
• Knowledge of credible sources of secondary data and benchmarking reports in relation to the state of customer service within the UK, and evidence of how that has been applied to support business cases.
• Evidence of remaining agile and adapting to changing customer behaviours and internal stakeholder requirements.
• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• Excellent communication skills, able to write and deliver professional, quality reports and presentations to Executive Team, Governance Community, etc.