Service Improvement Executive

Descripción del puesto

📍Location - this role is based in our Sheffield office 2 days per week with the remaining 3 days working remotely We are looking for a highly analytical and pragmatic Service Improvement Executive to drive continuous improvement initiatives across our support function. In this role, you will act as a detective and an architect-digging into data to find inefficiencies and design and implement scalable, tech-forward solutions to elevate our customer experience. Our mission: Two in five people in the UK rent their homes. Goodlord's mission? To be the gold standard platform for renting 🌎 We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution 🏠 Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission! 💚 The Opportunity: You’ll own the data behind our support operation, making sure we have the right information to understand what’s happening across our customer journeys. You’ll dig into contact trends to understand who is contacting us, what they need help with and when, using data to identify patterns, opportunities and areas for improvement. You’ll look at how our teams spend their time and break complex processes down into smaller tasks to understand where the biggest bottlenecks are. You’ll use this insight to identify where we can improve efficiency, remove unnecessary work and make better use of our resources. You’ll turn your findings into practical solutions. Whether that’s improving a process, introducing a new way of working or finding a smarter workaround, you’ll use data and customer insight to design improvements that make a genuine difference. You’ll balanc