Delivery Lead

From 28th January 2021, you can find your dream job in our vacancies offer provided by Confidential Agency. For example you can find there a job from location Swindon, Swindon, United Kingdom functional area Consulting & Corporate Strategy, position Delivery Lead.

Salary offer for Permanent job is from 42000 GBP Annual.

Description Vacancy

Job position:
Delivery Lead
Classification:
Consulting & Corporate Strategy
Employment type:
Permanent
Start date:
N/A
Reference:
213089991 (cv-library.co.uk)
Salary:
42000 to 51000 GBP

Job description

About the role:

This role is responsible for identifying, driving, implementing and embedding projects/initiatives in a fast-paced Customer Services environment to improve customer experience, team performance and operational efficiency alongside embedding a continuous improvement culture.

Key areas of accountability will include:

Identify opportunities to improve customer experience, team performance and operational efficiency.
Drive implementation of live continuous improvement projects or initiatives
Manage large, complex deliverables or full project workstreams through to completion
Identify and facilitate projects, work streams & programmes to drive change in processes to hit agreed business targets by working with performance analysts
Work closely with regional analysts and use other sources of data to identify areas of focus to increase productivity, reduce cost and improve customer satisfaction
Champion governance processes and best practice of delivery methodologies in delivering improvement initiatives
Plan initiatives and ensure resources, cost, risks, issues are fully identified, including an assessment of all potential benefit and dis-benefits
Provide updates, reports and stage gate reviews inputs with support as defined in the governance model and agreed within individual projects
Facilitating, driving and coaching peers and colleagues on Lean working, change and continuous improvements.
Lead and develop capability in the business.
To be successful you will have the following skills and experience:

Previous experience of delivering and embedding continuous improvement/change in a customer facing environment - preferably in Contact Centres / Back Office / Customer Service Centres
Change management experience with experience in the implementation of customer-focused business change and initiatives.
Ideal but not necessarily, you will be trained in LEAN and/or Six Sigma (or similar change methodology).
Experience of executing strategic plans and experience of working across different disciplines and business segments.
Experience of project related problem solving within a complex business environment - agile deliver would be an advantage.
Experience in Coaching and Mentoring and a high degree of emotional resilience and intelligence.
Desirably you will have a network of key Change professionals to leverage knowledge and shares knowledge and also consultancy and facilitation skills and Commercial awareness.
Previous experience of change management and/or business readiness experience and proven experience of delivering sustainable change including people change projects.
You will demonstrate the ability to drive analysis, reporting and insights to contribute to making informed business decisions
Proven experience working with large teams to realise benefits and sustain change and strong leadership skills with experience of working with a strong unionised environment.
What's in it for you?

This is an exciting opportunity for you to embed a continuous improvement culture within a fast-paced customer services environment whilst identifying and implementing opportunities to improve customer experience, team performance and operational efficiency for our 15.3 million customers. You will be the leader of initiatives and will directly impact the way we operate as a business.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company.

We're also proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.

Click here to find out more about working at Thames Water

About us:

Thames Water is the UK's largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That's why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We're passionate about providing world-class tap water, now and for the future.

We're also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We're reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We're using our voice to lobby for change and partnering with WaterAid to provide clean water to the world's poorest communities.

Together, we're building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you'll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We're also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy



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