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Service Improvement Analyst

Posted: 9 Mar 2020 Closes: 8 May 2020
Cray House, 3 Maidstone Road, Sidcup, Kent DA14 5HU £27,049 per annum
Fixed term & Full time l-q-group/20200306144142

Our customers are the most important part of our business and as a member of the customer service centre, it is vital that you have the passion as a customer service professional to deliver excellence every time. We are growing as a company and the Customer Service Centre receive circa 3000 inbound calls per day.


Contract type: Fixed Term Contract for 1 year

We are recruiting a Service Improvement Analyst to work as part of the customer service support team to identify areas of improvement within the Customer Service Centre (CSC) and Customer Relations Team (CRT) to positively affect customer and colleague experience. The role will involve working alongside the management team including Head of Customer Service, Head of Customer Relations and internal or external departments to analyse current policies, procedures, systems and identify present barriers to reviewing and recommending improved lean ways of working.

We're looking for someone who can demonstrate strong communication skills, is a high achiever who drives to meet and exceed KPIs but also has experience of prioritising and managing their own time.

You will be a self starter with excellent analytical and communication skills. You will be responsible for reviewing business processes, highlighting emerging issues and identifying opportunities for improvement and supporting important changes. You will use a range of techniques to analyse and document business processes ensuring solutions that you develop meet clear business objectives, improve the customer experience.

If you are looking for a challenging and rewarding role with the opportunity to progress, this is an ideal role for you! 

Closing date for completed applications:                          26th March 2020
To be placed in:                                                                     Internal/External
Interviews will be held on:                                                  7th April 2020

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them.  This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.


In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, Benenden Healthcare, an employee assistance programme and non-contributory life assurance.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life.  Please let us know during the recruitment process if you’re interested in part time working or job sharing.  In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We are recognised externally for our commitment to inclusion.  We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L & Q Group

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