Handle Recruitment
Customer Experience Quality & Improvement Lead- 6 months
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Customer Experience Quality & Improvement Lead
Our client is keen to appoint an immediately available Customer Experience Quality & Improvement Lead, to improve and embed approaches to knowledge management, quality assurance and complaints handling across customer-facing teams.
This is a hands-on, delivery-focused role. You'll assess current processes, identify areas for improvement, design practical frameworks and lead their implementation. You'll also ensure new ways of working are adopted, measured and handed over effectively for ongoing management.
Key Responsibilities
- Review current knowledge, quality and complaints processes and identify gaps, risks and improvement opportunities.
- Design and implement clear, practical frameworks, processes, standards, guidance and tools.
- Establish effective knowledge management, including content creation, approval, review and ongoing maintenance.
- Develop a consistent quality assurance approach covering standards, sampling, scoring, calibration, reporting and coaching.
- Strengthen complaints processes, including categorisation, ownership, escalation, service standards and root-cause analysis.
- Lead implementation across relevant teams, managing milestones, risks, dependencies and stakeholder engagement.
- Work with managers and front-line teams through workshops, training and feedback sessions.
- Use customer feedback, complaints, quality findings and operational data to identify and drive improvements.
- Develop measures and reporting to track progress, adoption and impact.
- Establish clear ongoing ownership, governance and review arrangements.
- Support teams through training, coaching, documentation and structured handover.
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Key Deliverables
By the end of the six-month assignment, you will have:
- Completed a review of current processes and agreed priority improvements.
- Designed and implemented knowledge management, quality assurance and complaints frameworks.
- Introduced practical processes, tools, guidance and reporting.
- Established consistent quality monitoring and calibration.
- Improved visibility of complaints themes, root causes and improvement actions.
- Put clear ownership and governance arrangements in place.
- Supported successful adoption through training and coaching.
- Delivered a comprehensive handover and recommendations for ongoing improvement.
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About You
You'll have proven experience designing and implementing operational frameworks within a customer service, contact centre or member-facing environment, with strong knowledge of quality assurance, complaints handling and/or knowledge management.
You'll be experienced in taking processes from design through to implementation, adoption and business-as-usual handover. You'll bring strong analytical, process design, stakeholder management and communication skills, together with a practical and delivery-focused approach.
Experience of working in a regulated, complex or highly customer-focused environment would be advantageous.
Handle Recruitment is acting as an Employment Business in relation to this vacancy.
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