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Continuous Improvement Lead
Location: Cwmbran
Salary: 30,000
Hours: 37.5 per week Monday-Thursday 8am-4pm. Friday 7:30am-3:30pm
Working Pattern: Monday-Friday, Hybrid (5 days onsite during probation, minimum 3 months)
About the Opportunity
Vibe Recruit's client is seeking a Continuous Improvement Lead to enhance performance across its Customer Experience (CX) function. This is a key role for someone passionate about optimising processes, improving customer journeys, and supporting operational efficiency in a fast-paced environment.
You will drive continuous improvement initiatives while also providing hands-on support within Customer Service and Customer Operations during busy periods. This is a varied position that blends strategic project work with day-to-day operational involvement.
Key Responsibilities
Continuous Improvement & Process Optimisation
Identify, analyse, and deliver process improvements across CX teams.
Create and maintain documentation, workflows, and standards to support consistent and efficient operations.
Use data and insights to enhance customer experience and operational effectiveness.
Project Leadership
Lead improvement projects from concept through to implementation.
Ensure projects align with wider business goals and deliver measurable benefits.
Operational Support
Support core CX activities such as customer service, administration, and renewal billing during high-demand periods or staff absence.
Maintain a strong working knowledge of day-to-day processes to ensure seamless support.
Collaboration & Stakeholder Engagement
Partner with Customer Service and Customer Operations Supervisors to identify areas for development.
Work closely with senior leadership to ensure improvement plans support strategic priorities.
Communicate outcomes, recommendations, and project progress clearly and effectively.
Person Specification
Skills & Attributes
Excellent communication and interpersonal skills.
Highly organised, proactive, and solutions-driven.
Able to juggle multiple priorities in a fast-paced environment.
Strong focus on customer experience and continuous improvement.
Experience & Qualifications
Proven experience in continuous improvement or process optimisation.
Strong administrative background.
Confident using Microsoft Office and process mapping tools.
Analytical thinker with strong problem-solving abilities.
Knowledge of document workflows and compliance requirements.
Experience in customer service, customer operations, order processing, or invoicing environments.
Benefits
20-25 days annual leave (depending on working pattern) + bank holidays
Additional day off for your birthday
Option to buy or sell annual leave
Company pension scheme
Company share scheme
Health Cash Plan
Life Assurance
To be considered for this role, please upload your CV or contact Naomi on (phone number removed).
Vibe Recruit is acting as an Employment Agency in relation to this vacancy.
