1 of 1 Process Improvement Jobs in Southend-on-Sea

Set, monitor, and refine SLAs and KPIs, ensuring a clear and accountable service delivery framework. Use service data and trends to identify areas for improvement and implement practical, scalable solutions. Support customer satisfaction initiatives, contributing to performance in CSAT and NPS scores. Oversee the creation and management of Knowledge … Base content to empower both users and support staff. Identify recurring support issues and reduce ticket volumes through training, education, and process improvements. Act as an escalation point for complex or unresolved customer issues, ensuring swift and satisfactory outcomes. Foster a culture of coaching, mentoring, and professional development within … the team. Collaborate with internal stakeholders across departments to ensure service alignment and improvement. Continuously drive innovation and process optimisation within the support function. Deliver regular performance updates and service improvement reports to senior leadership. Monitor quality of service via telephony and ticketing platforms, ensuring consistency and high More ❯