Service Improvement Executive

About the role

📍Location - this role is based in our Sheffield office 2 days per week with the remaining 3 days working remotely We are looking for a highly analytical and pragmatic Service Improvement Executive to drive continuous improvement initiatives across our support function. In this role, you will act as a detective and an architect-digging into data to find inefficiencies and design and implement scalable, tech-forward solutions to elevate our customer experience. Our mission: Two in five people in the UK rent their homes. Goodlord's mission? To be the gold standard platform for renting 🌎 We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution 🏠 Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission! 💚 The Opportunity: You’ll own the data behind our support operation, making sure we have the right information to understand what’s happening across our customer journeys. You’ll dig into contact trends to understand who is contacting us, what they need help with and when, using data to identify patterns, opportunities and areas for improvement. You’ll look at how our teams spend their time and break complex processes down into smaller tasks to understand where the biggest bottlenecks are. You’ll use this insight to identify where we can improve efficiency, remove unnecessary work and make better use of our resources. You’ll turn your findings into practical solutions. Whether that’s improving a process, introducing a new way of working or finding a smarter workaround, you’ll use data and customer insight to design improvements that make a genuine difference. You’ll balance efficiency and cost saving opportunities with the quality of the customer experience, making sure we don’t improve one at the expense of the other. You’ll explore how AI, automation and other technology can help us work smarter. You’ll assess potential tools based on their effectiveness and value, and take ownership of implementing solutions that can streamline our support operation and improve the customer experience. Act as an internal advocate for process changes. Pitch new operational methodologies to other departments, securing the cross-functional buy-in necessary for successful rollout. What we need from you: Experience working with large volumes of data, spotting the story behind the numbers and turning insights into action. Previous experience working in an operations or data analytics role. Confident working with data and building dashboards. You take ideas from concept through to delivery and are comfortable learning whatever you need to make them happen. Experience identifying bottlenecks and improving the customer experience. A natural relationship builder, equally comfortable collaborating with others and presenting to stakeholders. Strong Excel and Google Sheets skills. It would also be great if you have: Experience querying SQL databases or using similar data tools Experience working in a customer support or customer-facing environment and understand the importance of balancing operational efficiency with a great customer experience. Why you'll love being a Goodlordian Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info). Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and

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