IMSERV is one of the UKs 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 Complaints Manager will effectively handle and resolve customer complaints within the organization, ensuring timely and efficient resolution while maintaining customer satisfaction. This involves investigating complaints, communicating with customers, and collaborating with other departments to find solutions and prevent future issues.
Along with a focus on continual improvement of processes and outcomes, the role will also support day to day work including responsibility for the oversight or direct management of some highly complex or highly sensitive complaints
MAIN RESPONSIBILITIES:
1. Deal with complex and escalated complaints, requiring strong problem-solving skills.
2. Ensure the complaints process runs smoothly from beginning to end, including reviewing workload on a day- to-day basis, identifying and dealing with any delays in the system and reviewing/improving any quality issues for example th...