Continuous Improvement Lead

c£35,000 + package
18 Nov 2016
02 Dec 2016
Contract Type
Full Time
A unique opportunity has arisen to join our Continuous Improvement function within Customer Service Domestic as a Continuous Improvement Lead.

Role description Reporting to the Continuous Improvement Delivery Manager, the Continuous Improvement Lead (known internally as Delivery Lead) is accountable for supporting the delivery and embedding of a portfolio of CI and operational change workstreams across the Customer Service Domestic operation, in a way that delivers robust and sustainable improvements to employee and customer satisfaction.

The Continuous Improvement Lead role exists to support the delivery of changes to transform our processes, supporting infrastructure, people capability and communications making them effective, consistent and customer orientated right across the Customer Service Domestic function.

The role holder will support the CI Delivery Manager and work alongside a virtual team of cross-functional SMEs to deliver multi-dimensional and often complex cross functional projects and improvements across the full Customer Service value chain in support of the operating plan and commercial targets.

Their primary purpose is to support the delivery of fit for purpose, fully effective and sustainable customer and continuous improvements across the operation.

Working in close collaboration with stakeholders across the Domestic team the role holder will be instrumental in the delivery of the Customer Services Transformation Plan.

Support the day to day delivery of the CI change agenda through the effective delivery of an on-going stream of change workstreams focussed on improving operational performance

Support the development of detailed improvement business cases for specific changes and co-ordination of approval activities

Support the implementation of effective continuous improvement solutions and deliverables into the business to secure and realise business benefits

Improve customer satisfaction and continuous improvement KPIs across npower, defining and establishing appropriate MI to both measure the impact of activities on performance and drive mitigation activity as required

Support the development of delivery and deployment plans and drive the implementation to ensure the solution is fit for purpose, and is a sustainable solution that delivers to the original improvement objectives

Ensure adherence to workstream/programme outcomes to ensure the improvements have driven the desired commercial and customer benefits

Effective escalation of scope issues/business case change requests/stakeholder concerns to the CI Delivery Manager

Effectively monitor and mitigate risks at a workstream level and ensure regular and ad-hoc progress reporting to key workstream stakeholders in order to give visibility of progress, benefits delivery and assurance of appropriate progress and control

Where required provide specific remedial support/actions and/or further continuous improvement activity during and post launch to address off target plans so ensuring delivery to original targets

Attendance at key workstream governance meetings, representing and inputting into decisions relating to the progress of the workstream

Skills and experience: Strong planning skills and self-management capability

Experience of working across different operational disciplines and business segments

Experience of project related problem solving within a complex business environment

Experience of successful involvement in projects through the full project life cycle

Experience of working through conflicting demands and prioritising workloads effectively in order to deliver

Results orientated with evidence of delivery of customer satisfaction improvements.

Proven ability to get results and deliver change in a complex environment

Strong communication skills in email, presentation, and verbal

Awareness of LEAN and/or Six Sigma (or similar change methodology)

High degree of emotional resilience and intelligence

Commercial awareness

Why work for us As well as a competitive salary and impressive benefits package youll also get the opportunity to really shape the future of our business. Along the way well give you all the support you need to develop your skill set and achieve your long term ambitions.

c£35,000 + package

Company overview npower is one of the UKs biggest energy suppliers with the backing of one of Europes largest energy companies, the RWE group. We supply gas and electricity to millions of homes up and down the country, So when you switch on the light, take a shower, or simply have a cuppa, youll know you can rely on us. Were also here for you when your boiler needs servicing or repairing. We offer competitive tariffs that save you money and well tell you when you can save even more. Its all part of how we stand up for customers every day at npower. We stand up for the community too. Were proud to have been a partner of Macmillan for 12 years raising over £3.5m. Were also one of only a handful of UK companies to have been awarded the Carbon Trust Triple Award for sustainable management of energy, waste and water.

Please apply online by selecting the 'Apply' button and uploading your CV directly. Applications will only be accepted via the Apply button.

Agencies: RWE operate a preferred supplier arrangement, however if you wish to be considered at the next review session please submit a brief overview of your capability to