Senior Service Centre Continuous Improvement Manager

We’re looking for a Senior Service Centre Continuous Improvement Manager to join our team in Milton Keynes on a Permanent basis. This role offers a salary of £51,000 – £57,000 with a hybrid working pattern. The selected candidate will lead the strategic design and delivery of service improvement initiatives across the Service Centre teams to ensure operational processes, systems and customer-facing services are regularly evaluated and enhanced.

Responsibilities

• Lead the development and implementation of a continuous improvement framework aligned with organisational strategy and customer needs.
• Analyse operational data, performance metrics and customer feedback to identify areas of inefficiency, risk or inconsistent service.
• Manage improvement projects to ensure measurable outcomes such as efficiency savings and enhanced experience.
• Facilitate workshops and improvement forums with teams, engaging staff at all levels in process redesign and problem solving.
• Act as a link with other teams to ensure systems and tools support efficient service delivery.

Qualifications

• Demonstrable experience in leading service improvement within a professional services or membership organisation environment.
• In-depth knowledge of process improvement methodologies (Lean, Six Sigma, Kaizen) and ability to apply them pragmatically.
• Data analysis and reporting skills to inform decision-making.
• Stakeholder management and influencing skills, including at senior level.
• Exceptional people leadership and coaching ability.

Benefits

• A generous 9% pension
• Healthcare cash plan
• Private Medical Insurance
• Life assurance at 4x your salary
• 24 days’ holiday, and the option to buy or sell extra days
• Hybrid working
• Gym discounts, travel loans, and retail perks
• Enhanced family leave, including up to 6 months on full pay
• Ongoing wellbeing support, including access to CABA
• A paid day each year to volunteer for a cause that matters to you

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