IMServ is one of the UK’s leading data collection and energy metering experts, delivering award winning services to more customers in more places, meeting industry targets and becoming a benchmark for excellence. We offer a range of specialist metering technology for electricity, gas, and water along with highly accurate energy data collection services. All this is wrapped up with an easy-to-view online data management analysis and reporting software. PURPOSE OF THE ROLE: The Model Office Manager will lead a team in a controlled ‘laboratory’ environment that will facilitate a rapid, agile and highly effective means to capture and agree requirements to enhance and continuously improve the customer journey. The role will establish and manage a simulated, pilot office environment for testing and evaluating new systems, processes, or products before full-scale implementation. The purpose is to identify potential issues, gather feedback, and ensure a smooth transition for the actual operational environment. MAIN RESPONSIBILITIES: * Conducting thorough testing of new systems, processes, or products by simulating real-world scenarios and user interactions. * Collecting feedback from users, stakeholders, and other relevant parties to identify areas for improvement and optimization. * Analysing test results, identifying gaps and issues, preparing reports to aid decision-making. * Producing standardised implementation blueprints that can be rolled out * Training and educating users on the new systems and processes * Maintaining compliance with relevant regulations, standards, and best practices. * Collaborate, identify and share trends to continuously improve the customer experience * Proactively contribute to the continuous improvement and transformation of processes. * Coaching, mentoring, and supporting team members to develop their skills and growth * Provide regular feedback, conducting performance reviews, and developing improvement plans for individual team members PERSON SPECIFICATION: Skills * Strong leadership and management skills with the ability to motivate, coach, and develop a model office and complaints resolution service * Continuous improvement mindset * Excellent communication skills, both written and verbal, including the ability to communicate complex information clearly. * Strong problem-solving skills with the ability to analyse issues, identify root causes, and develop effective solutions. * Empathy and customer focus with understanding, responding to customer needs and concerns with a positive attitude. * Attention to detail through accurately recording information, document resolutions, and track progress. * Analytical skills with the ability to identify trends and patterns in complaints. * Knowledge of relevant regulations and policies with a familiarity with legal and regulatory frameworks related to complaints management. Experience: * Experience of leading a highly performing team in a customer-facing environment * Demonstrable experience in resolving customer complaints with positive outcomes * Experience in working with others to improve service delivery and challenging poor performance. * Experience in working collaboratively cross-departmentally to achieve positive outcomes for the customer and business. * Production of reports. All points marked with (*) are desirable and are not essential to the position COMPANY BENEFITS: * 28 days annual leave plus Bank Holidays * Annual leave Buy & Sell scheme * Life Assurance up to 6 X Base Salary* * Simply health – Healthcare plan (Upgrades available) * Employee Assistance Program * Wellbeing Centre * Car Salary Sacrifice Scheme* (*Length of service & T&Cs apply) Our people are our main asset. We strive to ensure they remain happy, competitive, and fulfilled - helping to propel our business forward and ensure we remain customer-centric and competitive. We are proud to remain the UK’s leading and growing energy data collection and meter operations service provider. Diversity and inclusion have long been at the heart of IMServ’ s success. As we continue our growth, our focus remains on ensuring that equality, diversity, and inclusion remain central to our business and recruitment practices. We recognise that we operate in an industry in which there has traditionally been a lack of diversity, and we are keen to encourage applications from as inclusive a group as possible. We recognise that a balanced workforce encourages collaboration and innovation, promotes entrepreneurship and a feeling of ownership. These are the key drivers of our business, that our customers really look to us for. (Please note that we reserve the right to close this position before the expiry date)