Position Title: Junior Business Change Coordinator
Reporting to: Change Delivery Manager
Location: Head office, Wilmslow
The Company
We are a leading provider of outsourced solutions for insurers, corporate fleets, brokers, vehicle manufacturers, and third-party claims administrators.
We have an excellent reputation for the outstanding service we deliver for our 10,000 customers per month. We have created a very entrepreneurial and dynamic environment, and our Board and Management team are studiously focused on delivering growth for the long-term by continually investing in our people, culture, and infrastructure in the short-term.
We continue to expand and we have a clear purpose and vision to strategically deliver ambitious growth over the next 3 years. To achieve this, we require everyone to follow our values and be passionate for the journey ahead.
The Department
The IT Department is one of the key supporting departments for the business. There are 2 teams within the department of Infrastructure and Change and the change team is further broken down into Development and Business Change. The department supports the needs of the other departments of the business as well as Clients and external parties. This is critical to the delivery of our Corporate Objectives alongside the achievement of key performance indicators. We require pro-active people with demonstrable excellence to support the operational teams.
The purpose of the role
The Junior Business Change Coordinator is responsible for documenting processes, identifying changes or improvements in claims processes or procedures, and supporting the Change Team with projects. This will also include supporting with the onboarding of new clients through the implementation stages, review and management of incoming development tickets and involvement of review of third-party integrations or products for use across the business.
The aim of the role is to add value to the company, to ensure the most efficient and high-quality processes and procedures are documented and maintained and up to date as well as ensuring their consistency of approach, best practice, Company, and regulatory adherence.
You will need to liaise with and assist the Operational Managers, Team Leaders, Departments, and stakeholders through reporting on recommendations for improvements and training needs.
Key Accountabilities
- Review incoming change tickets to ensure they are clear and detailed for processing
- Ongoing support on delivery of Change team tickets
- Support on implementation of new Client accounts
- Conduct regular and detailed reviews of existing operational procedures and processes.
- Work with and support teams, team leaders and managers to ensure the best possible process efficiencies are in place
- Work with and support the teams and IT development on the documentation of any process improvements and with any new business implementation projects.
- Ensure milestone timeframes are delivered when working on any project workstreams
- Regularly report fully on own activity to Change Delivery Manager and Change Team.
- Active involvement in Change Forums and collaborative sessions
- Support our aims and requirements for the Institute of Customer Service
- Support our business purpose: “To enter our customers’ lives briefly but leave an impact that lasts a lifetime.”
Qualifications, knowledge & experience
Experience
- A minimum of 1 years’ experience in a Customer Service focussed environment
- Evidence of clear written communication
- Good level of experience of working in a technology driven business
- Clear evidence of working in a fast paced, busy environment
- Experience of working on your own and as part of a team
- Clear demonstration of being able to prioritise and plan own workload
- Ideally knowledge of process flows and workflow modelling tool (Bizagi, Visio etc.)
- Knowledge of Proclaim would be useful but not essential
Skills
- A responsible attitude championing company values at all times, leading by example, inspiring others to follow
- Quality focused
- Good commercial acumen and approach
- Strong teamwork ethic together with the individual drive and focus to manage independently when needed
- Evidence of relationship building skills
- Excellent IT skills including the usage of Word and Excel
- Analytical Skills
- Results focused
- Able to deal with rapid change and be resilient
- Problem solving
- Some project involvement exposure
- Good communications skills both verbal and written
- Ability to multi-task and deliver on deadlines
Pay: £28,000.00-£30,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
