About Capita
We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens.
Capita is a consulting, digital services and software business
We are driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society.
We are committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.
Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens.
We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler.
We operate in the UK, Europe, India and South Africa – and across six divisions: Software; IT & Networks; People Solutions; Customer Management; Government Services and Specialist Services.
Continuous Improvement Manager
As a continuous improvement manager, you’ll be supporting our Head of CI & Quality in managing the delivery and execution of different strategies and initiatives, enabling service improvement across all our client accounts. This role will play a major part in how service improvement grows and evolves in our business. You’ll manage relationships with internal and external stakeholders, leading matrix-based collaboration that brings together expertise from sectors and clients with functional expertise in our insight, CI, and quality teams. You’ll be accountable for conducting your team through projects with clear goals and strategies in place, ensuring proposed solutions deliver results, and that technologies, frameworks (QMF) and proven methodologies (such as Lean Six Sigma) are correctly applied.
You’ll have the chance to oversee projects with clients in a wide range of sectors, including telecoms, retail, utility, finance, and government, allowing you to develop an extensive, expert understanding of service improvement in different areas. You’ll not only drive your team to success, but also drive lasting change for so many people beyond Capita, as you help transform how the services offered through contact centres, influencing how businesses and customers engage for the better. We’re committed to developing you in your career, with progression routes to match your ambition, opportunities to work on a host of different projects, and academy training to help you learn and evolve new and existing skills. And we believe in offering flexible working solutions that suit your needs, whether that’s from home, from your nearest Capita office, or a blend of both. Join us at this exciting time and see how you could help shape the future of customer experience.
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.
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.