Job Ref: 213545318

Date: 2021-04-14 16:43:53

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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 7,500+ 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.

A quick look at the role

The Process Improvement Specialist supports the successful delivery and implementation of change initiatives in the Biffa Customer Service division. You will analyse, measure and report on new and on-going initiatives, and map all processes to an agreed standard. You will also support communications and rollout via robust routines, ensuring the smooth implementation and adoption of new initiatives. Working closely with stakeholders across the business with change initiatives they need support to manage and implement.

*** This role is remote with occasional travel to offices in High Wycombe, Aylesbury and Barlborough ***

Why it's an opportunity not to be wasted.

Working closely with key stakeholders, identify process improvement opportunities, and look to prioritise accordingly using an agreed change management governance framework.
Within a project management framework and using a range of diagnostic methods (including MI and insight), investigate opportunities to improve process efficiency, complete root cause analysis, remove failure demand and improve customer satisfaction whilst maintaining high levels of quality.
Make recommendations for improvements to policies and processes, gathering the key inputs for business cases and where approved, implement changes, ensuring appropriate documentation is completed and benefits are measured.
Work closely with key stakeholders within Customer Service (e.g. Quality Specialists, Team Managers) and across the wider business to ensure that new policies and processes are embedded and being delivered to the expected consistency and standards.
Be a customer service change management representative on wider business projects, ensuring that ownership is taken of relevant workstreams and subject matter experts are engaged and supported throughout.Requirements

Proven experience in CX, sales, customer service, service design, business intelligence, business process improvement or marketing
Demonstrable cross-team project management experience (planning, organising, and managing resources to bring about the successful completion of specific project goals and objectives)
Operational Change management experience within a customer facing environment
Experience in customer journey mapping and process mapping tools, e.g. MS Visio / ARIS
Confident with project management tools e.g. Microsoft Project
Exceptional ability to communicate effectively and clearly at all levels
Ability to prioritise, plan and organise, working to robust project plan milestones and deadlines
Ability to work in fast paced environment, show resilience and work under pressure
Passionate about the customer and the quality of the service provided, and driven to improve the customer's experience
Ability to use own initiative to present solutions and make decisions
Ability to negotiate and influence at all levels, handling conflict where required
Proactive team player with strong desire to make things happen and a positive attitude
Strong facilitation and presentation skills and ability to engage at all levels of management
Ability to demonstrate effective stakeholder management and improve collaboration across the business
Ability to interpret data and use it to drive investigative and improvement activity
Travel to Biffa offices in Aylesbury, High Wycombe and Balborough will be requiredBenefits

And here's why you'll love it at Biffa.

Competitive salary
Ongoing career development and coaching – because if you don't grow, we don't grow.
Generous pension scheme
Retail and leisure discounts
Holiday and travel discounts
Bike to work scheme.

Dedicated to diversity.

At Biffa we believe different ideas, perspective and backgrounds are key to developing a creative working environment that delivers real results. It's why you'll find us championing diversity and equality at every turn

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