Continuous Improvement Manager

This is a fantastic opportunity to join our Pets at Home Group where you’ll enjoy a competitive base pay, At Pets at Home we have an ambitious plan to become “The Best Pet Care Business in the world” and a key part of delivering this in a sustainable is our most cherished assets: our People and our Culture. We are a business built on strong values and behaviours which guide everything we do. These are our foundations which will help us to deliver Our Better World Pledge, to create a better world for pets and the people who love them.

 

We are delighted to have recently won "Best Place to Work" and “Best Retailer” at the Retail Week Awards! These are prestigious awards within the Retail Industry, and we couldn’t be prouder to be winners.  We were also shortlisted in three 2021 Personnel Today Award categories, including “Employee Benefits Award”, “Family Friendly Employer of the Year”, and we were also winners of the “HR Team of the Year award”!

 

The Pets at Home Group includes over 450 stores, over 310 Groom Rooms and 440 First Opinion Vet Practices. It’s fast-paced, innovative, fun and we put people at the very heart of everything we do. We are committed to developing a culture of inclusivity where everyone is able to come to work and be themselves, a culture which welcomes everyone irrespective of what makes us all unique. If you share our belief that together ‘we’re better with pets’, we’d like to hear from you, whatever your background or circumstances.

Click here to read our Values & Behaviours

 

Role: Continuous Improvement

Team: Customer Services

Reporting to: Head of Customer Services

Location: Homeworking with some support office travel required

Please note Green Belt Qualification is Required 

 

Main purpose:       

Responsible for leading continuous improvement projects, strategic and tactical, within the Contact Centre that significantly improve the customer experience, reduce costs, drive revenue and improve colleague experience.

 

Responsibilities:

• Deliver a culture of continuous improvement via the use of lean principles ensuring effective leadership and management of projects with process owner buy in.
• Translation of Executive Team requirements through scoping, shaping and resourcing CI programmes utilising Lean Six Sigma principles to manage projects that underpin the strategic direction of the business.
• Stakeholder management across all levels of the organisation i.e. Director to customer service colleagues to ensure engagement and support in change management processes to deliver sustainable improvements.
• Complete regular diagnostics on customer services performance to define opportunities for improvement across the customer experience, cost, revenue and colleagues that feed the pipeline and roadmap.
• Focused on business wide issues and cross-functional initiatives including developing synergies and business opportunities to optimise the end to end customer journeys.
• Working with L & D support the creation of a six sigma capability pipeline, including coaching and support to future talent as required.
• Ensure commercial based decision making is taken on all CI projects.
• Lead and develop a small team of colleagues to support the continuous improvement pipe line.

 

 

Skills and Knowledge:

• Significant experience of continuous improvement within a national retailer or similar multisite customer facing business
• Ability to work at pace whilst maintaining a high level of accuracy and attention to detail
• Self-motivated and possessing the ability to work on own initiative as well as within a team
• Results driven and can think outside the box to drive continuous improvement.
• Must be able to meet deadlines, manage own time and workload effectively.
• Ideally at least Green Belt accredited/working towards Black Belt accreditation and experienced in delivering process improvement
• Strong planning, organisation and analytical Skills
• Can independently structure and analyse findings
• Experience of change management in a matrix environment
• Can facilitate workshops and teams
• Excellent written and verbal communication at all levels
• Competent in Microsoft Word, PowerPoint and Excel

 

Personal Attributes:

Passion for people and pets.

Organised and works at pace.

Customer and colleague-centric with a focus on service delivery.

A team player balanced with an ability to work on own.

Self-starter

Enthusiastic, positive and determined.

Authentic and straight forward.

Adapts to change with positivity and enthusiasm.

Flexibility to meet the changing needs of a growing and dynamic organisation.

 

Your Benefits

We reward and recognise our colleagues in ways that matter to them

Our benefits are designed to support your mental, emotional, and financial wellbeing, both now and in the future. Here are some of our benefits which may be available to you:

A discretional annual bonus scheme Paid Holidays:  all colleagues will receive at least 36* days paid annual leave which will rise to 38* days after 2 years (*this includes 8 bank holidays and will be pro rata calculated on your contracted hours)The company will contribute a % of your salary into your company pension plan and most colleagues can also take advantage of our salary sacrifice pension scheme tooRefer a friend. If you recommend a role to someone you know, and they are offered and accept the role, you will receive £250 per placement.We’ve given all colleagues access to recognise and celebrate your teams and colleague’s achievements through peer-to-peer e-cards on our online recognition and benefits platform. You can also nominate your colleagues or teams to win colleague or team of the month! Enhanced maternity, paternity, adoption and shared parental leaveAn additional day’s paid leave for your BirthdayAn additional day’s paid leave to welcome your new pet into your family, which we like to call your “Pet-ernity” day! (if you have a new dog, horse or cat in the family)An additional day’s paid leave to carry out Your Better World Pledge day which enables colleagues to provide significant value and non-financial support to pets, people and our planet within their local communityAn additional week’s paid leave (pro rata) to celebrate your wedding or civil partnership.A gift from us if you are expecting or adopting a baby!Long service awards and gits to celebrate service anniversaries between 5 - 30 years.Colleagues with at least 1 years’ service who are experiencing unexpected financial hardship can apply for a non-repayable grant from our Colleague Hardship Fund.Colleague discounts for all Pets at Home Group brands, within our Pets at Home stores, The Groom Room, Vets4Pets and online.Discounted pet insurance as part of our ongoing partnership with Petplan®We want our colleagues to share in the success of our business which is why we offer two fantastic discretionary share plans (subject to approval) to all colleagues: an award of free shares each year; andaccess to join our Sharesave scheme for colleagues to save a chosen amount of money every month for 3 years, to purchase shares at a 20% discounted share price.Access to our Cycle to Work scheme to buy a tax-free bicycle, equipment, or both.There are lots of savings and discounts to be made on your everyday purchases with over 800 retailers and services instore and online through our benefits platform.  We provide you with support, information and useful links to manage your financial wellbeing such as money tools, a budget planner, loan calculator, financial information on budgeting, spending, credit and borrowing, links to financial support, financial aid and easy access savings and loans.We also provide you with tools, articles, helplines and support to help you manage your mental, physical and emotional wellbeing.A free, confidential Employee Assistance Programme (EAP) provided by the Retail Trust for all colleagues, which provides access to counselling and information on managing mental health, self-care, managing stress, domestic abuse, loneliness, low self-esteem, bereavement, relationship breakdowns, and much more.Life Assurance cover for all colleagues. We don't like to think about it, but it’s good to know that we provide financial security for your chosen beneficiaries in the unfortunate event of your death.

Click here for more details and other benefits.

Please note that we reserve the right to close the vacancy prior to the application deadline/closing date once a sufficient number of applications have been received.