Business Process Enhancement for Customer Service

I'm in need of specialized talent to help implement significant improvements in my business process, with the primary goal of enhancing customer service which will increase business revenue. This project will focus on our operations, so prior experience in this area is highly coveted. Key Requirements: • The following areas that have been identified as areas for improvement: • Identify and assign relevant stakeholders to roles and responsibilities to the learner Induction Process. This will create accountability and a more robust process to ensure learners receive excellent information, advice, and guidance at the start of their learning journeys. This will mitigate and improve the learner withdrawal rate down from 14% to the expected Business KPI (Key Performance Indicators) of 5% in the first six weeks of the programme. • Design and implement a new standardised learner journey model from induction point through to learner completion phase. This will support and encourage staff consistency and support the SMT to manage this approach more effectively. • Review and restructure the quality strategy through collaboration with the quality department. To intergrade the new change process in 2023 which will reduce the current PPED (Past planned end date) from 18% to the expected business KPI of 5% by academic year end 2026. • Implement an efficient Learner exit process which will increase better outcomes and progression routes for learner's post qualification. Optional routes include further education with MPTC. This will improve learner retention rates from 74.5% to 85% and achievement rates from 78.8% to 90% against the business KPI’s by academic year end 2026. • Ensure staff development through CPD (Continuous Professional Development) opportunities, upskilling and further training practices which will be aligned with the new business change process. This is measured through 1:1’s, performance review and appraisals. This will help improve staff retention rates that are currently at 24.7% down to the expected business KPI of 15% by academic year end 2026. I look forward to working with a professional who can bring my business to new heights through targeted process improvements.