Continuous Improvement Executive
IMSERV, a leader in data collection and energy metering in the UK, seeks a Continuous Improvement Executive to drive innovation and customer journey enhancements in a controlled laboratory environment.
Purpose Of Role
The Continuous Improvement Executive will facilitate rapid, agile testing of new systems, processes or products in a simulated, pilot office environment, identifying issues, gathering feedback, and ensuring smooth transition to full‑scale implementation.
Main Responsibilities
* Conduct thorough testing of new systems, processes or products by simulating real‑world scenarios and user interactions.
* Collect feedback from users, stakeholders and other relevant parties to identify areas for improvement and optimisation.
* Analyse test results, identify gaps and issues, and prepare reports to inform decision‑making.
* Contribute to production of standardised implementation blueprints that can be rolled out across the organisation.
* Develop processes, tools and materials for business change activities such as training, migration and new operational procedures.
* Maintain compliance with relevant regulations, standards and best practices.
* Create guidelines and documentation for future model office setups and implementations.
Stakeholder Management
* Collaborate with stakeholders to identify trends and continuously improve the IMServ customer experience.
* Work with internal teams to understand and address their needs.
* Partner with other teams to create and execute a cohesive, efficient, customer‑focused working environment that embraces best practice and fosters a one‑team culture.
* Proactively contribute to the continuous improvement and transformation of processes.
Person Specification
* Continuous improvement mindset
* Excellent written and verbal communication skills, including the ability to convey complex information clearly.
* Strong problem‑solving skills with the ability to analyse issues, identify root causes and develop effective solutions.
* Empathy and customer focus, responding to customer needs and concerns with a positive attitude.
* Ability to manage multiple tasks, prioritise workload and meet deadlines.
* Attention to detail, accurately recording information, documenting resolutions and tracking progress.
* Analytical skills to identify trends and patterns in complaints.
* Knowledge of relevant regulations and policies, familiarity with legal and regulatory frameworks related to complaints management.
Experience
* Demonstrable experience resolving customer complaints with positive outcomes.
* Experience improving service delivery and challenging poor performance.
* Experience collaborating cross‑departmentally to achieve positive outcomes for the customer and business.
* Production of reports.
* Experience in a private equity owned business environment (desirable).
* Experience with agile methodologies (desirable).
Company Benefits
* 28 days annual leave plus Bank Holidays
* Annual leave Buy & Sell scheme
* Enhanced salary sacrifice pension contributions
* Life assurance up to 6 × base salary
* Simply health healthcare plan (upgrades available)
* In‑office & out‑of‑office social events
* Retailer discounts platform
* Employee assistance program
* Wellbeing centre
* Car salary sacrifice scheme
* Reward & recognition
Length of service and T&Cs apply.
Diversity and inclusion are integral to IMServ. We encourage applications from diverse backgrounds.
We reserve the right to close this position before the expiry date.
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