Service Quality Manager

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Are you passionate about quality? Do you enjoy solving complex and critical issues, have a keen eye for detail and passion for providing exceptional levels of service?  Do you have the ability to deliver initiatives from conception through to completion? If so, then this challenge may be for you, playing a key role in helping our teams bring about real change for the people we support

As a Service Quality Manager, you will take the team on a journey to embed lean thinking and skills, helping the wider team to instigate improvements to processes and standards. You will work closely with all departments to identify improvement opportunities and lead cross functional teams to deliver change. You will design and implement a comprehensive Service Improvement Plan to introduce a step change in customer service within the organisation.

You will support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within the business process and introduce better ways of working with the objective of reducing costs.

The ideal candidate has a drive to innovate, proven analytical capabilities, the ability to multi-task and thrive in a fast-paced, ambiguous environment. With exceptional communication and project management skills, and the ability to dive deep, root cause and permanently eliminate defects, you will be the standard bearer for technology quality in Macmillan.

You will have previous experience working in a complex organisation and a track record of delivering improvement. You will also have strong interpersonal skills and a customer service ethos.

The role will be based in London but with flexibility to work remotely and may involve some out of hours work.

Could this be the perfect role for you? If we agree, we'll help you raise your game further through our commitment to actively developing you. We offer excellent benefits including private medical insurance, life assurance, pension, childcare vouchers, generous leave and interest free loans for season ticket and gym membership and flexible working.

Please click the apply button to be directed to our website to apply. We strongly advise you to complete your application as soon as possible as we reserve the right to change the closing date of our vacancies.

Closing Date: 3 November 2020.

We aim to encourage a culture where people can be themselves and be valued for their strengths so we seek to attract and employ the best people from the widest talent pool, reflecting the diverse nature of our society.

We will support you throughout the recruitment process with any reasonable adjustments required in accordance with the Equality Act. Please contact the Macmillan HR Team if you require support.