Business Engagement and service improvement Manager

Business Engagement & Service Improvement Manager

Location: Eastleigh
Salary: Up to £58,432 per annum (depending on experience)
Hours: 37 hours per week
Contract: Permanent | Full Time

Drive meaningful change. Improve services. Make a lasting impact.

Are you an experienced leader in service improvement, business transformation, or change management looking for an opportunity where your work will genuinely improve customer outcomes?

We are recruiting a Business Engagement & Service Improvement Manager to lead a high-performing team responsible for identifying opportunities for improvement, embedding continuous improvement methodologies, and ensuring customer and colleague insight drives business decisions.

This is an excellent opportunity for someone who enjoys working across multiple stakeholders, influencing strategic decisions and leading programmes that create measurable improvements across a large and customer-focused organisation.

The Role

You'll lead a team of Service Improvement Coordinators and Root Cause Analysts, developing capability, providing coaching and ensuring robust Root Cause Analysis techniques are embedded throughout the business.

Working collaboratively with operational leaders and senior stakeholders, you'll help identify improvement opportunities, develop business cases and support the successful delivery of change initiatives that improve both customer and colleague experience.

You'll also play a key role in strengthening a culture of continuous improvement by facilitating workshops, supporting problem-solving activities and providing teams with the tools and frameworks needed to deliver sustainable change.

Key Responsibilities
Lead and develop a high-performing Service Improvement team.
Champion continuous improvement and Root Cause Analysis across the organisation.
Turn customer and colleague insight into meaningful service improvements.
Partner with operational leaders to identify, prioritise and deliver change initiatives.
Facilitate workshops, reviews and improvement sessions.
Develop business cases and support strategic decision-making.
Monitor benefits, governance and delivery of improvement programmes.
Build strong relationships with stakeholders across all business functions.
Support the wider change portfolio to ensure projects remain aligned with organisational priorities.
About You

We're looking for someone who can demonstrate:

Experience leading service improvement, business change or continuous improvement teams.
Strong stakeholder engagement and relationship management skills.
Experience implementing Root Cause Analysis methodologies.
Excellent project management and organisational skills.
The ability to influence at all levels of an organisation.
A passion for improving customer experience and operational performance.
Strong communication, facilitation and coaching abilities.
Experience within housing, property, facilities management or other customer-focused environments would be advantageous.
What's on Offer
Salary up to £58,432 depending on experience.
Permanent, full-time position.
37-hour working week.
Opportunity to influence strategic business improvement across a large organisation.
Collaborative leadership team.
Genuine opportunities for professional development and career progression.

If you're passionate about driving continuous improvement, leading people and creating better experiences for customers and colleagues, we'd love to hear from you.

Career Forces welcomes applications from experienced professionals across the private sector, public sector and Armed Forces community whose leadership and change management expertise can bring real value to this opportunity.