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CI Co-ordinator

Posted February 5, 2026

Role Overview:

The Continuous Improvement role reports directly to the Head of Customer Excellence and supports the delivery of effective, customer‑focused processes across the CX function. The role is responsible for owning day‑to‑day continuous improvement activity, working closely with Customer Service and Customer Operations teams to understand current ways of working, identify opportunities for improvement, and help implement practical changes.

 

Job Title: CI Co-ordinator

Reports to: Head of Customer Excellence

Department: Customer Excellence

Location: On-site 5 days per week HQ, Cwmbran, Wales.

Download PDF Version of Job Description here: HWM Global – CI Co-ordinator

 

Core Responsibilities:

Continuous Improvement & Process Optimisation

  • Find and improve ways of working across (CX).
  • Keep processes and documentation clear, up to date, and easy to follow.
  • Use data and feedback to suggest and make improvements that benefit customers and the business.

Project Co-ordinator

  • Lead improvement work from idea through to delivery.
  • Work with different teams to put better ways of working in place and check they are effective.
  • Act as a central point of contact for improvement activity, ensuring actions, decisions, and outcomes are clearly documented and communicated

Operational Support

  • Step in to support day‑to‑day CX activities (such as customer service, customer operations admin, and renewal billing) when needed.
  • Stay familiar with daily processes so support can be provided smoothly during busy periods or absences.

Collaboration

  • Work closely with Customer Service and Customer Operations Supervisors to spot improvement opportunities.
  • Make sure improvements support what frontline teams need day to day.

Stakeholder Engagement

  • Work closely with the Head of Customer Excellence to ensure work supports overall goals.
  • Share updates clearly, including progress, results, and recommendations.

All employees have a legal duty to take reasonable care for the health & safety of themselves and others who may be affected by their acts or omissions at work, and to observe and follow the relevant systems, rules, and methods of working.

Qualifications / Relevant Experience:

  • Experience working in a customer service or customer operations role.
  • Some experience supporting projects or taking part in process improvements or changes to ways of working.
  • Strong administrative skills with good attention to detail.
  • Confident using Microsoft Office (especially Word, Excel, and Outlook).
  • Comfortable following and updating written processes and documentation.
  • Able to look at problems, ask questions, and suggest practical solutions.

About you:

  • Clear and confident communicator, able to work well with others.
  • Organised and reliable, with the ability to keep on top of tasks and deadlines.
  • Comfortable handling more than one task at a time in a busy environment.
  • Customer‑focused, with a genuine interest in making things work better.
  • Proactive and willing to suggest improvements rather than just follow processes.

The responsibilities outlined above are not comprehensive, and you may be required to undertake additional duties as your role evolves in accordance with the Company’s business objectives.

 

How to Apply

To apply for this role please email your CV and covering letter to [email protected]