Help grow a safer, cleaner, healthier future for everyone, every day.
Join us at HWM Global Ltd, a Halma operating Company, where we innovate to keep critical resources flowing.
Role Overview
The Continuous Improvement Lead will be responsible for driving continuous improvement within CX team by identifying, implementing, and sustaining process improvements. This role combines strategic improvement initiatives with hands-on operational support, ensuring efficiency and resilience across Customer Service and Customer Operations. The position requires strong analytical skills, experience in process optimisation, and the flexibility to step into day-to-day operations during staff absence or periods of high demand.
Main Tasks
Continuous Improvement & Process Optimisation
- Identify, analyse, and implement process improvements across CX functions.
- Develop and maintain documentation standards and workflows for efficiency and compliance.
- Use data-driven insights to recommend and execute changes that enhance customer experience and operational performance.
Project Leadership
- Lead improvement projects from concept to implementation, ensuring alignment with business objectives.
- Collaborate with cross-functional teams to embed best practices and monitor outcomes.
Operational Support
- Provide hands-on assistance in core CX activities (e.g., customer service, customer operation administration, renewal billing) during peak periods, staff absence, or high-demand situations.
- Maintain a strong understanding of day-to-day processes to ensure seamless support when required.
Collaboration
- Work closely with Customer Service and Customer Operations Supervisors within the CX team to identify improvement opportunities and support operational priorities.
- Ensure alignment between improvement initiatives and frontline operational needs.
Stakeholder Engagement
- Work closely with the Head of Customer Excellence to align initiatives with strategic goals.
- Communicate progress, outcomes, and recommendations effectively.
All employees have a legal duty to take reasonable care for the health & safety of themselves and others who may be affected by their acts or omissions at work, and to observe and follow the relevant systems, rules, and methods of working.
Person Specification
- Excellent communication and interpersonal abilities.
- Highly organised with a proactive, solution-focused mindset.
- Able to manage multiple priorities in a fast-paced environment.
- Customer-focused with a commitment to continuous improvement
Qualifications/Training
- Proven experience in process improvement and continuous improvement methodologies.
- Strong administration background.
- Familiarity with Microsoft Office suite and process mapping tools.
- Excellent communication skills, both verbal and written.
- Analytical thinking and problem-solving ability.
- Knowledge of document processing workflows and compliance requirements.
- Experience in customer service or customer operations environments (order processing and invoicing)
The responsibilities outlined above are not comprehensive, and you may be required to undertake additional duties as your role evolves in accordance with the Company’s business objectives.
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