Service Improvement Lead

Service Improvement Lead

Location:

Leicester (Hybrid)

Duration: 4 month Contract – Full Time, Monday to Friday

Rate:
Up to £600 per day (DOE)

We are recruiting for an experienced Service Improvement Lead to join a busy Leicester based company on an initial 4-month contract. This Service Improvement Lead role is ideal for someone who enjoys solving operational challenges, improving customer journeys, and driving meaningful service improvements within complex environments.

The Service Improvement Lead will support operational recovery and stabilisation following the implementation of Microsoft Dynamics 365. Working closely with customer service, technology and leadership teams, you will identify operational issues, coordinate improvement activity, and help improve service performance across all customer channels.

As a Service Improvement Lead, you will combine operational insight, process improvement expertise, stakeholder management and Microsoft Dynamics 365 knowledge to support both immediate stabilisation activities and longer‑term service enhancements.

• Act as the embedded Service Improvement Lead within the department, coordinating service improvement and recovery activities
• Identify service issues, customer pain points and operational risks, driving them through to resolution
• Review and improve customer service processes, workflows and customer journeys
• Work closely with technology teams to support the stabilisation and optimisation of Microsoft Dynamics 365
• Analyse customer, case and operational data to identify trends, root causes and improvement opportunities
• Support backlog reduction, demand management and service performance improvements

• Previous experience in a Service Improvement Lead, Operations Lead, Business Analyst, Operational Consultant or similar role
• Strong experience working within a contact centre or customer service environment
• Proven experience supporting operational recovery, service improvement or CRM stabilisation initiatives
• Hands‑on experience with Microsoft Dynamics 365, including workflows, queues, case routing and dashboards
• Strong analytical and process mapping skills with the ability to turn insight into practical recommendations
• Excellent stakeholder management and communication skills, with the ability to influence positive change

If you’re an experienced Service Improvement Lead looking for a contract where you can make an immediate impact, we’d love to hear from you. This is an excellent opportunity to join a business undergoing significant transformation and play a key role in improving customer service operations, enhancing customer journeys and supporting the successful stabilisation of Microsoft Dynamics 365.