Customer Care Process Excellence Specialist | Equity

Zip Hustle; Birmingham; On-site; GBP 50,000 - 70,000; Full time

Job summary

A dynamic SaaS provider is seeking a Business Process Improvement Specialist to enhance customer care workflows. The ideal candidate will assess current processes, propose data-driven improvements, and work collaboratively across teams. Strong analytical and communication skills are essential, along with a passion for operational excellence. The role is based in Birmingham, UK, and offers a competitive compensation package, including various employee benefits.

Benefits

Competitive compensation

25 days of annual leave

Private medical cover

Discounted gym memberships

Company pension plan

Life insurance

Income protection

Tax-efficient cycle and electric car schemes

Paid parental leave

Community volunteering hours

Work from Anywhere days

Discounts and rewards

Paid sabbatical after 5 years

Relocation support

Qualifications

• Experience in process improvement, operations, customer care, or a related field.
• Strong analytical skills with the ability to interpret data and propose clear recommendations.
• Excellent communication and stakeholder management skills.
• Comfortable operating in a fast-paced, high-growth environment with evolving priorities.

Responsibilities

• Conduct detailed assessments of current customer care processes to identify gaps.
• Use data insights and operational metrics to inform recommendations.
• Diagnose workflow bottlenecks and develop solutions.
• Build strong relationships across Customer Care, Product, Operations, and other departments.

Skills

Process improvement

Analytical skills

Communication skills

Stakeholder management

Job description

A dynamic SaaS provider is seeking a Business Process Improvement Specialist to enhance customer care workflows. The ideal candidate will assess current processes, propose data-driven improvements, and work collaboratively across teams. Strong analytical and communication skills are essential, along with a passion for operational excellence. The role is based in Birmingham, UK, and offers a competitive compensation package, including various employee benefits.