Milk Recruitment jobs

The opportunity

This role focuses on improving how our contact centre operates by owning and developing the processes, documentation and standards that underpin day to day customer service delivery.

Working within the Analyst and Automation team, you'll analyse how processes currently operate, identify inefficiencies and define improved ways of working that make customer care activity more consistent, effective and measurable.

You'll act as the process subject matter expert for the contact centre, ensuring operational reality is clearly understood and translated into structured, evidence based improvements. The role also plays a key part in connecting contact centre processes with other areas of the business such as Logistics, Finance and Key Accounts, ensuring end-to-end processes are joined up rather than managed in isolation.

What you'll be doing:

• Own and maintain contact centre process documentation, ensuring procedures, forms and supporting materials are accurate, version controlled and approved.
• Maintain a clear and current view of "as-is" contact centre processes, including rules, decision points and dependencies.
• Analyse operational processes to identify inefficiencies, gaps and improvement opportunities using data, observation and stakeholder input.
• Design improved "to-be" processes and assess feasibility against operational and system constraints.
• Carry out impact assessments and gap analysis to support change design and delivery.
• Capture and measure baseline performance metrics and evaluate outcomes following implementation to quantify improvement.
• Support testing activity for system or process changes affecting the contact centre.
• Facilitate workshops with operational teams and stakeholders to define requirements and align on process improvements.
• Act as subject matter expert for contact centre processes, supporting clarity on how processes should operate and escalating changes appropriately.
• Work across departments to ensure process handovers, dependencies and shared rules are understood and aligned end-to-end.

What we're looking for:

Essential

• Experience in business process analysis, continuous improvement, operations analysis or a similar role within a contact centre, customer service or operations environment.
• Experience analysing processes and identifying opportunities to improve efficiency, quality or customer outcomes.
• Experience producing and maintaining process documentation, process maps or operational procedures.
• Experience using operational data to support recommendations and measure outcomes.
• Experience facilitating workshops, process reviews or stakeholder discussions to define requirements and agree improvements.
• Experience working with stakeholders across multiple functions to deliver process changes.
• Experience working with tools such as Lucidchart, Microsoft 365 and SharePoint.

Desirable

• Experience working in a multi-market or multi-lingual contact centre environment.
• Experience supporting CRM, ERP or telephony system change projects from a process perspective.
• Familiarity with continuous improvement methods such as Lean, Six Sigma or Kaizen.
• Experience working with structured change or improvement backlogs.

Hours and Days:

• Monday to Friday; 09:00-17:15

Hybrid Working:

• This role follows a hybrid model, with 1 to 2 days per week based in the office. Flexibility will be required to support business needs, including occasional additional office attendance where necessary.