About the Company At IMSERV we’re proud to be one of the UK’s leading data collection and energy metering specialists. We deliver award-winning services to customers across the country, providing innovative metering technology for electricity, gas and water, alongside highly accurate energy data collection services. About the Role Reporting to the Customer Operations Manager, you’ll play a pivotal role in developing and maintaining strong relationships with a portfolio of customers, ensuring operational, industry and contractual performance levels are consistently met. You’ll act as the first point of contact for your customers, responding to verbal and written queries, complaints and complex issues, while managing expectations and ensuring service lines are adhered to. You’ll focus on delivering an excellent customer experience by proactively monitoring performance, providing data-driven insight and working collaboratively across the business to drive service improvements, strengthen retention and support growth. Responsibilities * Supporting customers through operational changes and service developments * Proactively managing a portfolio of customers to ensure high levels of satisfaction, retention and growth * Monitoring and reporting on operational and contractual performance * Acting as a trusted point of contact for customer queries, complaints and escalations * Taking ownership of performance-related issues in line with contractual agreements * Undertaking root cause analysis and implementing corrective actions to prevent recurrence * Organising and leading customer meetings, providing agendas and minutes to relevant stakeholders * Ensuring invoices accurately reflect chargeable services delivered * Keeping Account Managers updated on portfolio performance and new service discussions * Building strong relationships with internal teams to ensure seamless service delivery * Supporting the planning, development and deployment of new services and system enhancements * Establishing and monitoring metrics to track customer satisfaction and retention * Providing structured customer feedback to drive continuous improvement What you'll need * Previous experience in a customer service or customer portfolio management role * Experience working in a fast-paced, multi-stakeholder or regulated environment (energy industry experience desirable) * Strong commercial and financial awareness * Good knowledge of Microsoft Office packages, particularly Excel and Word * High level of computer and systems literacy, with the ability to use multiple systems effectively * Ability to analyse data and translate performance metrics into meaningful insight * Strong problem-solving skills with the ability to make informed decisions * Proactive approach with the ability to anticipate and resolve issues * Confident leading meetings with internal and external stakeholders * Strong time management skills and the ability to manage competing priorities Benefits * 28 days’ holiday plus Bank Holidays * Buy & sell annual leave scheme * Enhanced salary sacrifice pension * Life assurance (up to 6x base salary*) * Simply Health plan (with upgrade options) * Car salary sacrifice scheme* * (*Length of service and T&Cs apply) Equal Opportunity Statement At IMSERV, we’re committed to building a team where everyone feels valued, respected and able to do their best work. We welcome applications from people of all backgrounds, experiences and communities. A diverse team brings fresh perspectives, strengthens collaboration and helps us deliver the best possible service to our customers. If you’re interested in the role but don’t meet every single requirement, we’d still encourage you to apply. (Please note that we reserve the right to close this position before the expiry date.)