What you’ll be doing:

• providing functional delivery of continuous improvement and quality management across one or a range of clients
• designing and delivering initiatives that create value for both Capita and clients, such as process and policy change projects
• supporting collaboration between the quality, insight, and CI teams to create a comprehensive insight-led service; identifying value-generating opportunities and highlighting performance gaps
• supporting the Head of CI & Quality to understand and interpret client and partnership team strategies and priorities, from simple self-help to complex problem-solving
• managing the delivery of SI-led initiatives to optimise in-year value and contribute towards BP targets and client satisfaction
• leading a team and setting clear direction and objectives that make the most of individual skills, experience, and contributions.

What we’re looking for:

• experience leading and delivering contact centre improvement and transformations
• experience leading/developing a team, including practical experience of setting priorities and multi-tasking different strategic projects
• a good understanding of and ability to apply continuous improvement and quality management approaches
• specific experience implementing Lean Six Sigma methodologies using the DDIS/DMAIC project stage gate approach
• sound operational knowledge and a demonstrable level of understanding within telecoms, retail, utility, financial or government services
• the ability to structure and adapt business analysis, modelling and business solutions to meet the requirements of different clients and stakeholders.

About Capita Experience

At Capita Customer Experience, we’re transforming customer service. Our expert teams create better outcomes for 100 million customers every year across phone, email, web and more. Partnering with clients from a vast range of industries, with 19 contact centres across the UK, India, Poland and South Africa, our scale and breadth of opportunities make us stand out. The work you do will make a difference to colleagues, clients, customers, suppliers and communities. 

What’s in it for you?

• A salary of £55k DOE
• Homeworking, with a need to travel to a Capita office as and where business requires
• 23 days holiday (rising to 27) with the opportunity to buy extra leave
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.