Continuous Improvement Support

Together, we keep everyday life moving to build a better tomorrow

●    To drive fundamental change in our office processes, with a focus on Lean / Six Sigma implementation in a practical manner.
●    To continuously improve the service planning, dispatch, execution, and billing processes.
●    To liaise with customers to provide a consistently high level of customer service and be able to respond and adapt in a demanding commercial environment.

Main tasks and responsibilities

To provide a high standard of service to our customers in line with agreed requirements and expectations and including the following duties:

●    Utilize continuous improvement methodologies to improve our service planning, dispatch, execution, and invoicing processes to support customers across the UK and Ireland.
●    Work with internal staff to improve processes, implement standard work, and make their work easier, safer, more efficient, and focused.
●    Analyse service planning metrics and develop regular reports to track the impact of process improvements on customer satisfaction, efficiency, and cost savings.
●    Value stream map office-based processes, with a focus on voice of the customer.
●    Lead Kaizen events with service planning and associated staff at depots, field service, and customers.
●    Deep-dive into processes to gain a fundamental understanding of process failures and successes, and translate that into improvement ideas.
●    Deliver training sessions and workshops to upskill staff on continuous improvement tools and techniques, fostering a culture of operational excellence.
●    Gather voice of the customer for key accounts and implement processes to action on that feedback.
●    Work with key central service team members, including business services, Master Black Belts, and other groups to share and deploy best practices.
●    Identify opportunities to reduce costs and improve efficiency within service planning and execution without compromising customer satisfaction.
●    Adhering to Company processes and procedures.
●    Observing all safety procedures and instructions and assisting in maintaining a safe working environment including the reporting of any accidents, hazards, near misses, defects or damages to Company equipment to your line manager or Health and Safety.
●    Carry out assigned tasks and duties in a safe manner, in accordance with instructions and in compliance with the company's safety rules / procedures and with regulations and codes of practice. 

What you’ll need to succeed

Education:

●    Bachelor’s degree in business, industrial engineering, or similar.

Working experience:

●    Have demonstrable experience of providing excellent customer service, working in a fast paced commercial environment in an administrative role.
●    SAP & Salesforce system knowledge would be preferable but is not essential.

Competence and skills:

●    Possess good I.T. skills.
●    Lean Six Sigma training or willingness to attend training.
●    Have excellent written and verbal communication skills.
●    Be confident and comfortable interfacing with customer, other departments and stakeholders.
●    Be self-motivated, capable of working under pressure, and able to operate with minimal supervision.
●    Be a good team player and flexible with regards to tasks performed.

Place of Work and travels

●    Place of work: Hiab Ellesmere
●    Occasional travel to Hiab Scotland, Hiab North, or Hiab Dudley
●    Hybrid working

Interested to join?