Service Improvement Manager

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We have an exciting opportunity for a Service Improvement Manager to join our Quality & Customer Experience team at Bath Row, Birmingham City Centre. 

As a Service Improvement Manager working in Quality & Customer Experience department you will be responsible to design, develop and oversee the implementation of an effective best practice framework, through which improvement objectives can be delivered. You will also assist in the development of continuous improvement within customer service and use customer feedback to increase reliability and consistency in the delivery of service standard across the organisation, as well as escalated complaint handling.

We are looking for a strong and enthusiastic individual, ideally with knowledge of regulatory requirements in the care sector, however proven team management and service improvement experience is essential. You must be able to analyse and interpret complex information and utilise for individual case work and service improvement purposes.

Our ideal Service Improvement Manager will have:

• Significant operational experience delivering Service Improvement
• The ability to provide consistent excellent customer service throughout a range of services
• Excellent analytical skills, be an excellent communicator with demonstrable influencing and negotiating skills.

If you are supportive, dedicated, customer focused and want to make a difference in your local community, then we would love to hear from you. 

In return we offer:

• A competitive salary which is regularly reviewed and benchmarked with the market
• 25 days holidays plus bank holidays, rising to 30 days after qualifying period
• Company pension
• Childcare vouchers
• Shopping & leisure discounts
• Cycle to work scheme
• Regular tailored training & personal development plans

If you are a disabled candidate and require a hard copy pack or a different format, for example large print, please contact the HR department on 0845 850 1020 ext 6463.

Please do read the role profile before you begin your application. CVs will not be considered, so please complete the application form in full.

Midland Heart aspires to be a digital organisation that minimises its impact on the environment. Wherever possible, we will conduct transactions digitally rather than by paper and ask that current and future employees share this commitment. Where required, we will support colleagues to be digitally enabled.