ServiceImprovementExecutive

📍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