Hybrid Working | Full Time | 35 Hours per Week
Are you passionate about improving customer experience, driving quality standards and using insight to deliver meaningful business change?
We're looking for a Quality & Business Performance Manager to play a pivotal role in shaping the future of our Customer Operations function. This is an exciting opportunity for someone who thrives on turning data into action, identifying opportunities for improvement and working collaboratively across teams to deliver measurable results.
In this role, you'll be at the heart of continuous improvement, bringing together customer feedback, quality assurance, operational performance and business insight to drive positive change across the organisation. You'll work closely with leaders and stakeholders across multiple departments, ensuring quality, efficiency and customer experience remain at the forefront of everything we do.
What you’ll be doing
- Leading and embedding quality standards across Customer Operations.
- Analysing customer, operational and performance data to identify trends and improvement opportunities.
- Driving continuous improvement initiatives that enhance customer outcomes and operational efficiency.
- Conducting root cause analysis to address recurring issues and improve processes.
- Developing dashboards, reports and performance insights that support business decision-making.
- Collaborating with leaders and stakeholders across Operations, Technology, Customer Experience and Business Intelligence to deliver sustainable improvements.
What we’re looking for
To be considered for this opportunity, you must be able to:
- Demonstrate experience leading quality, continuous improvement or business performance initiatives within a customer operations environment
- Deliver tangible improvements through effective collaboration across multiple teams and stakeholders
- Analyse and interpret complex data to identify trends, risks and opportunities
- Develop meaningful performance reporting, dashboards and management information
- Influence and engage stakeholders at all levels through clear, evidence-based recommendations
- Translate insight into practical actions that improve customer experience and operational performance
TDS offers a plethora of benefits inclusive of:
- 33 days holiday inc bank holidays
- Pension Scheme
- Additional day off for your birthday
- Plus many more!
TDS is committed to equality, diversity and inclusion in our workforce and to be truly representative of all sections of society and our customers.
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Quality and Business Performance Manager in Hemel Hempstead employer: TDS
The Dispute Service (TDS) is an exceptional employer that prioritises a collaborative and inclusive work culture, making it an ideal place for an Internal Communications Officer to thrive. With a strong focus on employee well-being, TDS offers generous benefits such as 33 days of holiday, private healthcare, and opportunities for professional growth, all while fostering meaningful connections among colleagues in a hybrid working environment. Located in Hemel Hempstead, this role allows you to engage with a diverse team and contribute to impactful communication strategies that resonate across the organisation.
