Service Improvement Executive

📍Based in our Sheffield office 2 days per week with the remaining 3 days working remotely ABOUT THE ROLE Goodlord’s mission is to be the gold standard platform for renting, and we’re on the hunt for a Service Improvement Executive, reporting directly to our Head of Support and Onboarding to help us achieve this. We are looking for a highly analytical and pragmatic Service Improvement Executive to drive continuous improvement initiatives across our support function. In this role, you will act as a detective and an architect-digging into data to find inefficiencies and design and implement scalable, tech-forward solutions to elevate our customer experience. We know that having the right mindset is the most important asset, which is why we will provide the training, guidance, and mentorship you need to master our methodologies and succeed in this role. You will own the end-to-end improvement cycle, utilising a core philosophy of Measure, Identify, Improve, and Automate. From spotting gaps in our data to mapping resource expenditure and implementing AI-driven solutions, you will be the driving force behind our operational excellence. No two days are ever the same at Goodlord, so what you’ll be up to will vary. The pace we move at also means priorities can change, and you’ll need to be comfortable with this (we’ll support you!) But these are the things that will be core to your role and will keep you busy. The day-to-day stuff: - Measure (Data Collection & Discovery): Implement robust data collection mechanisms where lacking. Deep dive into contact trends to understand exactly who is contacting us, what they are contacting us for, and when. - Identify (Resource Mapping & Microtasking): Analyse and quantify resource expenditure by task. Segment complex workflows into manageable microtasks to pinpoint the exact bottlenecks and biggest areas for operational improvement. Monitor the usage and success rates of existing contact deflection attempts. - Improve (Solution Design & Quality): Design innovative and exceptional support solutions utilising the 11-Star Experience Framework. Balance all efficiency and cost-saving initiatives against a robust Quality Framework to ensure the customer experience is never compromised. - Automate (AI & Tech Implementation): Assess relevant AI tools based on effectiveness and cost, and lead the implementation of the chosen solutions to streamline support operations. - Stakeholder Management: Act as an internal advocate for process changes. Pitch and "sell" new operational methodologies to other departments, securing the cross-functional buy-in necessary for successful rollout. ABOUT YOU You should apply if you: - A natural drive for problem-solving: You see a problem, you want to fix it using a structured yet creative approach. - An analytical mind: You are able to see patterns in data and use those insights to drive your decisions - A deep sense of ownership: You see things through from start to finish, proactively learning whatever is necessary to get the job done and accomplish your goal - Curiosity & Creativity: You actively want to, and get energised by, learning new things. You love taking a novel approach to resolving problems - Strong communication and interpersonal skills: You are able to communicate complex points across in a way that is easy for anyone to understand - Excellent teamwork abilities: You collaborate effortlessly with others to get things done - Adaptability, resilience and flexibility: You navigate shifting priorities with ease and keep pushing forward when things change. It would also be great if you have: - Previous experience working in Customer Support / Customer-facing roles. Ideally in managing relationships or phone-based customer service. - Prior hands hands-on experience with project management, process improvement methodologies, work segmentation, or data analysis - A degree (or equivalent) in a STEM based subject ABOUT US At Goodlord, our brand is built on one simple...