Continuous Improvement Lead – Customer Excellence at Halma plc

Cwmbrân, Wales, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

01 Mar, 26

Salary

0.0

Posted On

01 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Continuous Improvement, Process Optimisation, Analytical Skills, Project Leadership, Collaboration, Stakeholder Engagement, Customer Service, Operational Support, Documentation Standards, Data-Driven Insights, Problem-Solving, Communication Skills, Interpersonal Abilities, Organisational Skills, Microsoft Office, Process Mapping Tools

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Help grow a safer, cleaner, healthier future for everyone, every day. Join us at HWM Global Ltd, a Halma operating Company, where we innovate to keep critical resources flowing. Role Overview: The Continuous Improvement Lead will be responsible for driving continuous improvement within CX team by identifying, implementing, and sustaining process improvements. This role combines strategic improvement initiatives with hands-on operational support, ensuring efficiency and resilience across Customer Service and Customer Operations. The position requires strong analytical skills, experience in process optimisation, and the flexibility to step into day-to-day operations during staff absence or periods of high demand. Main Tasks: Continuous Improvement & Process Optimisation Identify, analyse, and implement process improvements across CX functions. Develop and maintain documentation standards and workflows for efficiency and compliance. Use data-driven insights to recommend and execute changes that enhance customer experience and operational performance. Project Leadership Lead improvement projects from concept to implementation, ensuring alignment with business objectives. Collaborate with cross-functional teams to embed best practices and monitor outcomes. Operational Support Provide hands-on assistance in core CX activities (e.g., customer service, customer operation administration, renewal billing) during peak periods, staff absence, or high-demand situations. Maintain a strong understanding of day-to-day processes to ensure seamless support when required. Collaboration Work closely with Customer Service and Customer Operations Supervisors within the CX team to identify improvement opportunities and support operational priorities. Ensure alignment between improvement initiatives and frontline operational needs. Stakeholder Engagement Work closely with the Head of Customer Excellence to align initiatives with strategic goals. Communicate progress, outcomes, and recommendations effectively. All employees have a legal duty to take reasonable care for the health & safety of themselves and others who may be affected by their acts or omissions at work, and to observe and follow the relevant systems, rules, and methods of working. Person Specification: Excellent communication and interpersonal abilities. Highly organised with a proactive, solution-focused mindset. Able to manage multiple priorities in a fast-paced environment. Customer-focused with a commitment to continuous improvement Qualifications/Training: Proven experience in process improvement and continuous improvement methodologies. Strong administration background. Familiarity with Microsoft Office suite and process mapping tools. Excellent communication skills, both verbal and written. Analytical thinking and problem-solving ability. Knowledge of document processing workflows and compliance requirements. Experience in customer service or customer operations environments (order processing and invoicing) The responsibilities outlined above are not comprehensive, and you may be required to undertake additional duties as your role evolves in accordance with the Company’s business objectives. Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest! Halma is a global group of life-saving technology companies with major operations in the UK, Mainland Europe, the USA and Asia Pacific. Our purpose is to grow a safer, cleaner, healthier future for everyone, every day. Halma offers career opportunities for both senior leaders and for graduates.We welcome experienced professionals who are inspired by our purpose, who are entrepreneurial and who want to help take our companies to the next level of growth. Our graduate program offers a unique experience to work in the Halma companies across the world. http://www.halma.com

Responsibilities

The Continuous Improvement Lead will drive continuous improvement within the CX team by identifying, implementing, and sustaining process improvements. This role combines strategic initiatives with hands-on operational support to ensure efficiency across Customer Service and Customer Operations.