Purpose of Role
* Develop and maintain a relationship with a portfolio of customers; ensuring operational, industry, and contractual performance levels are met.
* Be the point of contact for your customers by responding to verbal and written customer queries, complaints, and any complex queries.
* Manage and understand the expectations of the customer and ensure service lines are adhered to.
* Ensure internal and external customers have all the required information to install meters and invoice correctly.
Main Responsibilities
* Pro-actively manage your customer portfolios to ensure a consistently high level of service that leads to customer satisfaction, retention, and growth through monitoring, reporting, and managing each customers' operational and contractual performance.
* Keep Account Managers and Customer Experience Managers up to date regarding portfolio performance and understand new services being discussed and any changes in priority.
* Take full ownership of issues relating to the customers' performance in line with the contract.
* Undertake full root cause analysis when dealing with issues/complaints to ensure mitigating actions are implemented to prevent future cases.
* Organise and lead customer meetings, ensuring agenda's and minutes are provided and shared with relevant parties.
* Ensure the customer's invoice accurately reflects the chargeable services provided.
* Provide informative customer feedback to drive continuous improvement.
* Building relationships with other IMServ teams to ensure that customers receive a high-quality service.
* Involvement in the planning, development, documentation, and deployment of new services and system enhancements, ensuring that supporting documentation is created in line with the contractual agreement.
Accountabilities
* Industry knowledge is up to date.
* Ensures effective monitoring against contracts and industry requirements.
* Being open and responsive to change .
* Is able to expand knowledge and experience to benefit the business and our customers.
* Working together productivity and efficiently.
Company Benefits:
* 28 days annual leave plus Bank Holidays
* Annual leave Buy & Sell scheme
* Enhanced Salary Sacrifice Pension Contributions
* Life Assurance up to 6 X 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 & T&Cs apply)
Job Types: Full-time, Permanent
Pay: Up to £31,000.00 per year
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Milton Keynes MK14 6LS