Who we are: Everflow is a technology-led utilities company serving SMEs across the UK with environmentally friendly water supply and waste collection services. Everflow is a market-leader in terms of software innovation and carbon offsetting. Our mission is to ‘make utilities simple’, which is why all our services are designed to save customers time and money, freeing them up to focus on growing their business. Plus, we are one of Europe’s fastest growing companies according to the Financial Times, having featured on their FT1000 list of Europe’s fastest growing companies for the past two years. The key to our success is our people and we like to reward everyone for their efforts. We have afternoon drinks on a Friday, free monthly breakfasts and a generous incentive scheme that gives employees a chance to earn rewards. We are growing rapidly, and we need gifted people, who share our values, to join the team and grow with us! The position: As a Continuous Improvement Agent within our utilities contact centre, you will be instrumental in enhancing the customer experience and operational effectiveness. You will leverage customer satisfaction (CSAT) insights and conduct comprehensive end-to-end process mapping and reviews to identify opportunities for improvement. Your work will support the delivery of efficient, high-quality service aligned with our commitment to excellent customer care and regulatory compliance. What you will be doing: As the Continuous Improvement Agent, you will provide information and insight from analysis and data gathering you complete to identify areas where performance/process improvements are required and support the building of clear business cases on why effort and focus in these areas would be beneficial. Key responsibilities are: Gather and analyse CSAT scores, customer feedback, and operational data to identify pain points and opportunities to improve customer satisfaction and service delivery including direct customer contact Participate in cross-functional meetings to share insights from CSAT and operational data and recommend actionable changes. Map, review, and document end-to-end business processes to identify inefficiencies, redundancies, and gaps. Collaborate with cross-functional teams to design and implement process improvements that enhance efficiency and customer experience. Use process improvement methodologies such as Lean, Six Sigma, or Kaizen to drive continuous improvement initiatives. Facilitate root cause analysis and workshops to address recurring issues impacting CSAT and operational performance. Develop and maintain process documentation, workflows, and how to guides (SOPs) to ensure clarity and consistency. Monitor the effectiveness of implemented changes by tracking key performance indicators (KPIs), including CSAT, first call resolution, and average handling time. Communicate findings and improvement plans clearly to stakeholders and provide regular progress reports. Support training and coaching initiatives to embed continuous improvement culture across the contact centre team. Ensure all process improvements comply with utilities industry regulations and company policies. What we are looking for: Previous experience in a contact centre or customer service environment, ideally within a utilities or regulated sector. Strong understanding of Customer Satisfaction (CSAT) metrics and how to influence positive outcomes. Experience in process mapping and review with the ability to visualize complex workflows clearly. Familiarity with continuous improvement tools and methodologies (Lean, Six Sigma, Kaizen). Analytical skills with proficiency in data analysis and reporting tools such as Excel, Power BI, or Tableau. Excellent communication, collaboration, and facilitation skills. Detail-oriented with strong problem-solving capabilities. Ability to manage multiple projects and prioritise effectively in a fast-paced environment.