Process Improvement Support Lead

£50,000 - £70,000 basic with excellent benefits package
Full time, hybrid – 2/3 days on site in Edinburgh
Occasional time in Bath (expenses paid)

CCP are collaborating with a rapidly growing fintech organisation with the appointment of a Process Improvement Support Lead to join their forward thinking and fast paced team in Edinburgh.

Are you an ambitious leader who is motivated by improving operational processes and the overall customer experience?
Would you like to work in an agile environment, initiating and seeing through tech-based solutions?

With huge backing, this organisation is continually looking to inject new life into various industries. They offer an efficient and contemporary platform are looking for someone with the vison and capabilities to continually drive strategic shifts. As a Process Improvement Support Lead, you will play a vital role in assisting your team with complex escalations while using data to craft and executing a forward-thinking B2B customer support strategy. This senior role will suit candidates who are passionate about exceptional service and have the technical expertise to thrive in a fast-paced and agile environment.

Daily Duties Include:

• Review and refine operational workflows, continually looking to implement process improvements to increase efficiency.
• Organise and lead your team to ensure service levels are met and industry standards are exceeded, acting as a SME for complex queries for your team.
• Enhance the customer approach, taking a proactive mindset while meeting the diverse needs of the B2B base.
• Develop advanced reports to track key metrics and discover trends from customer data, using the insights to drive strategic improvements.
• Help resolve complex customer issues in a timely manner and collaborate with various departments to investigate potential pain points.

Skills and Qualities:

• A desire to develop and deliver excellent customer outcomes, driving improvements through analytical reasoning.
• Skilled in data interpretation and presenting findings to senior stakeholders contributing to strategics decisions and business goals.
• Hands on problem solver who can fix technical and tactical issues and challenge the status quo.
• Experience of working in a fast paced and agile tech-focused environment.
• Exceptional verbal and written communication skills, being adaptable to customer needs.
• Proven experience in successfully coaching and leading a team.

Benefits:

• 27 days holiday plus bank holidays, birthday and volunteering days.
• 6% employer contribution.
• Life and health insurance.
• Personal learning and home office set up budget.
• Option to work abroad for up to six weeks a year.
• Health, wellbeing and financial initiatives.
• Perkbox

Apply today if you meet all the above requirements and would like to be considered for this exciting opportunity. For more information, please contact Tim Campion on (Monday to Thursday 9am - 5:30pm, Friday 9am - 4:30pm) or .

CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business. CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces.