Process Manager with proven experience within a Complaints environment urgently required on a permanent basis. This role is based flexibly from my client's Nottingham HQ.

The Process Manager will lead the organisation's Complaints process team, driving continuous improvement initiatives. You will be highly analytical, with the ability to understand call centre metrics & performance, owning and designing effective and efficient processes that deliver great outcomes for customers.

You will utilise your strong process improvement skill set to discover new and impactful opportunities with the overall aim of delivering excellent customer experience.

To be considered for this position, applicants must have the following experience:

• Excellent skills delivering process improvement initiatives
• Strong exposure within Complaints
• A high level of numerical ability, enabling you to quickly spot trends and opportunities in raw data
• Highly analytical, with an excellent understanding of call centre metrics
• Lean/Six Sigma knowledge advantageous
• Strong customer experience background
• Understanding of Risk Management
• Excellent stakeholder management skills

This is an excellent opportunity for a career motivated and successful Process Manager to secure a hands on and challenging role with a market leading organisation, renowned for their commitment to providing excellent customer experience.

The role has several direct reports, owning and leading process improvement across a busy contact centre environment, as well as mentoring your team in process improvement/Lean methodologies.

It must be stressed that only those with excellent data analysis skills and an excellent knowledge of complaints processes will be considered for this position.

This is a permanent role based in Nottingham on a hybrid basis (2/3 days per week on site) offering a basic salary of between £48,000 - £52,000 bonus + an excellent benefits package.