Description
Currently seeking a 'Service Excellence Change Agent', to be based at my clients offices in Peterlee, on a contract opportunity due to commence mid September 2015 and run until September 2016.
Please find full details in relation to this opportunity, as provided by the client for your consideration:
Overview:
As a Service Excellence Change Agent, you will be part of a small but dedicated team, with a shared responsibility for managing all of the internal & external change requirements and driving service excellence throughout the business.
THE ROLE:
You will be required to manage and assess internal and external changes from application to implementation; communicate effectively with all key stakeholders; co-ordinate and facilitate business meetings to analyse and progress changes; prepare high quality, accurate documentation; maintain records; drive and embed service excellence initiatives throughout the business; provide support to all staff in their service excellence journey.
KEY RESPONSIBILITIES AND TASKS
- Manage and undertake initial assessment of all changes received in order to signpost for full assessment
- Facilitate weekly change review board & service excellence meetings with business managers and prepare/issue appropriate documentation
- Co-ordinate and manage all change related activities (eg additional meetings, testing, assessments, estimates)
- Attend weekly teleconferences with all stakeholders to discuss and track progress of outstanding changes
- Conduct post implementation reviews and analysis, as required, and provide feedback to relevant stakeholders
- Collect data, compile and issue management information, as required, for internal and external changes
- Maintain the billing/costing spreadsheets and issue monthly bill to relevant HP colleagues
- Use LEAN principles to drive continuous improvement across the business
- Support staff in their service excellence journey
- Provide advice and guidance to business managers in the use of LEAN principles, techniques and tools
- Review areas across the business with a view to identifying and progressing opportunities for reducing waste, improving processes and/or enhancing customer service.
ESSENTIAL SKILLS AND EXPERIENCE
- Professionalism and integrity
- Outgoing, enthusiastic and positive thinker
- PC literate including a working knowledge of MS Word, Excel, & PowerPoint
- Excellent planning, co-ordination and organisational skills
- A methodical approach to all tasks
- Self-motivated & accustomed to using own initiative
- Excellent communication and listening skills
- Team player
- Ability to make decisions within a given area of responsibility
- Knowledge and experience of LEAN principles
- Ability to identify, drive and support service excellence opportunities and initiatives throughout the business
- Demonstrate a high level of commitment to your continuous development
- Ability to liaise at all levels both internally and externally (including providing technical information as and when required)
- Logical thinker with analytical skills
- Strong presentation skills - written and verbal
DESIRABLE SKILLS AND EXPERIENCE
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Flexibility around working hours to meet business commitments
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Current/recent experience of identifying and driving service excellence using LEAN principles
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Proactive approach to all aspects of the role
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Willingness to take responsibility for slow burning/moving projects to ensure completion, including identifying and allocating actions and managing progress