Continuous Improvement Lead in London

Remote (UK) - Travel will be required once a month to our Head Office in New Malden or our Claims Operations Centre in Sheffield.

About Homeprotect

We founded Homeprotect on a simple principle - to provide protection to people underserved by the home insurance industry. We are experts at insuring people who want to build or buy a unique property, renovate, rent a home or leave it unoccupied. We can cover people who travel a lot, run a business from home or even collect rare treasures. We protect people who love living in a listed building, having a view of a river or sunbathing on a flat roof. We can do this because our smart tech enables our customers to get an instant, online quote to cover a huge range of complex needs and our UK customer support teams are on hand to provide information and support when only a real person will do. Our insurance has already empowered hundreds of thousands of people to protect their homes and the things they love. But we are not content with being the leading provider of what is called 'non-standard' insurance. We believe there is no such thing as 'standard'. We are all unique and we all deserve home insurance designed with our individual needs in mind - something our combination of real people and smart tech enables us to do. Our simple promise? Whoever you are and wherever you live, with Homeprotect we have got you covered.

What It’s Like To Work Here

Our customers come from all walks of life and so do our people. We are a small but perfectly formed team, made up of insurance industry specialists alongside a diverse mix of technologists, data scientists and customer and marketing champions from all sorts of industries and backgrounds. We all bring our individual expertise, an appetite for innovation and a shared ambition to empower people to protect their homes and the things that they love. Working in a fast-paced environment where change happens regularly is how we do things. But we also recognise that you will do your best work when you have the right balance, and that is why we have fully embraced hybrid working, and in some cases, fully remote working, giving our teams the flexibility to choose the right location and working hours for them. We prefer to focus on the outputs of their work, not where they complete it. That said, there will be times when getting together in one location makes sense, but day-to-day, our teams have the freedom to decide where to work and we trust that they will make the right decision balancing the business needs and their own preferences. Most companies think their culture is great, however at Homeprotect, we have the proof to back this up. We have been recognised externally as a Great Place to Work for the last five consecutive years.

Key Responsibilities

• Assist in the accountability for continuous improvement initiatives across all operational areas, including Customer Services, Underwriting, Assurance, and Claims, working with both internal and external stakeholders to deliver data-driven results.
• Support the deployment of small changes (with the opportunity to take a lead on some changes) and assist in the delivery of larger changes through process mapping, contact analysis and user testing.
• Help identify opportunities for improvement across operational KPIs and support the delivery of change across various operating systems used within our contact centre.
• Utilise MI for performance insight, contributing to data-led improvements to the operation and informing better customer outcomes.
• Take a data-led approach to measuring the success of deliverables.
• Lead on administrative tasks such as preparing reports, pulling together packs, and managing monthly data.

Requirements

We would love to hear from people with the following skills and experience for this role:

• Experience of a contact centre environment essential.
• Understanding of what a good customer-centric journey looks like and how to transform this into a technical solution.
• Strong stakeholder management skills.
• Ability to interpret data and deliver meaningful results.

Benefits

We think we have a fantastic company culture and welcome new team members with open arms. We also offer a great range of benefits, including:

• A genuinely flexible approach to work. We are really supportive of you flexing your hours and location to help you keep everything in your life in balance.
• Opportunities to focus on your professional growth whether that is through training or other personal development opportunities - we want you to build your long-term career with us.
• Discount of 50% when you choose to take out a policy with us.
• An in-house wellbeing programme including seminars and workshops from wellbeing coaches and professionals.
• Home working starter kit and money to spend on additional equipment you may need.
• Charitable giving scheme, so you can donate to our partner charity, or one of your choice.
• The opportunity to work alongside brilliant people, because this isn’t something that every organisation can offer!
• On top of that, we also offer all the standard stuff, like: 25 days’ holiday (plus bank holidays) and the ability to buy and sell >5 days annually, private medical cover, financial advice with Octopus Money, life insurance, annual discretionary bonus scheme, pension contribution, free fruit and really good coffee for the days you come into the office, local and national retail discounts.

Unique As Standard

We are proud to be an equal opportunity employer, and actively encourage applications from all backgrounds, as long as you meet the knowledge, skills and experience criteria for the role and have the right to work in the UK. We think everyone can excel in the right environment - no matter your gender, age, ethnicity, sexual orientation, religion, disabilities or beliefs. We believe in celebrating difference, and everything that makes both our customers and people unique, by creating an environment where everyone can thrive.

We encourage you to let us know if you need any extra help with your application, or if you have any requirements at any stage of the recruitment journey. Equally, lots of our staff at Homeprotect work flexibly and in a variety of ways, whether that is different core hours or remote working. Please chat to us at your application or interview stage about the flexibility you need, as we are always happy to explore what is possible for the role.