Continuous Improvement Manager - Operations

Lakeside, Portsmouth
About The Role

Continuous Improvement Manager

Checkatrade – Where Reputation Matters

We have a fantastic opportunity for a Continuous Improvement Manager to join our growing Retention team! You’ll drive ongoing process and system improvements across all operational areas in order to make it easier to effectively support our members and deliver a superior member experience. If you have a passion for measuring procedures, improving production efficiency, then we’d love to hear from you!

Location: Portsmouth based with a Hybrid working pattern of 2 days in office, 3 days at home.

Where do you fit in?

Reporting to the Director of Retention, you’ll be the business go to person when it comes to retention goals, reducing churn, increased revenue per member and increased member NPS.   Checkatrade is currently undertaking a significant system upgrade with implementation of Salesforce CRM and transition to a new billing platform.  You’ll act as the conduit between this transformation programme and our Operation, and once this is complete, take on the role of driving ongoing continuous operational improvement.  You will be responsible for identification of process and system issues, driving solutions and improvement activity via the appropriate business teams. This exciting cross- functional role will work alongside our transformation and change management functions, ensuring systems and processes meet the requirements of our teams, enabling them to give members excellent levels of service and support. If you have the ability to identify existing system and process issues, ensuring these are sized, prioritised and escalated appropriately to drive fixes and improvements, then this is the role for you!

What’s in it for you?

  • An exciting opportunity to join a household digital brand that is investing heavily on its future.
  • An opportunity to make a genuine impact in reducing membership churn. Our members are at the heart of our business.
  • £55k - £65k, annual bonus opportunities plus car allowance.

 What do you need to succeed?

  • Strong process improvement experience, preferably in a transformation or operational excellence role.
  • Operational experience a must, ideally within a contact centre.
  • Working on transformation programmes or large scale change activity.
  • A proven track record of delivering results and achieving KPIs to improve commercial performance
  • Ability to be decisive and self-motivated.
  • Customer focused with an obsession to ensure brilliant execution and member experience.
About Us

Checkatrade is the homeowners choice for finding a local reputable and reliable tradesperson. For over 20 years, we've been the place where reputation matters most - and if you join us, you’ll ensure that our trade members continue to uphold these high standards.

With 44,000 trades available to help with your home improvement project, we’re here to help no matter how big or small the project you are undertaking is.

We're currently going through a period of significant investment and growth and we're looking for exceptional people to join us on our journey to help us achieve our ambitious goals. This is a really exciting time to join our team.

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