IMServ is one of the UKs leading data collection and energy metering experts, delivering award-winning services to more customers in more locations, meeting industry targets and setting benchmarks for excellence. We offer a range of specialist metering technology for electricity, gas, and water, along with highly accurate energy data collection services. All of this is complemented by an easy-to-use online data management, analysis, and reporting software.
Purpose Of The Role
* Develop and maintain relationships with a portfolio of customers, ensuring operational, industry, and contractual performance levels are met.
* Act as the first point of contact for customers, responding to queries, complaints, and complex issues.
* Manage customer expectations and ensure service lines are adhered to.
* Provide all necessary information to internal teams for meter installation, data collection, and invoicing.
Main Responsibilities
* Proactively manage customer portfolios to ensure high service levels, leading to satisfaction, retention, and growth through monitoring and reporting.
* Keep Account Managers updated on portfolio performance and discuss new services or changes in priorities.
* Take full ownership of issues related to customer performance as per the contract.
* Conduct root cause analysis for issues and complaints to implement mitigating actions.
* Organize and lead customer meetings, sharing agendas and minutes with relevant parties.
* Ensure accurate invoicing reflecting the services provided.
* Provide feedback to drive continuous improvement.
* Build relationships with other IMServ teams to ensure high-quality service delivery.
* Participate in planning, developing, documenting, and deploying new services and system enhancements, ensuring proper documentation.
Person Specification
Technical Skills, Knowledge & Experience
* Proficiency in Microsoft Office (Excel, Word, etc.).
* High level of computer and system literacy.
* Previous customer service experience.
* Commercial and financial awareness.
* Industry experience.
Skills & Attributes
* Customer-focused with the ability to respond to needs effectively.
* Strong problem-solving skills and quick grasp of issues.
* Ability to work in complex environments with conflicting demands.
* Proactive in anticipating and addressing issues.
* Effective time management skills.
* Flexible, adaptable, and able to work under pressure.
* Positive attitude and enthusiasm.
* Conscientious, accurate, and diligent.
* Ability to lead meetings with internal and external customers.
Company Benefits
* 28 days annual leave plus bank holidays.
* Annual leave buy & sell scheme.
* Enhanced salary sacrifice pension contributions.
* Life assurance up to 6 times base salary.
* Healthcare plan with upgrades available.
* In-office and out-of-office social events.
* Retailer discounts platform.
* Employee assistance program.
* Wellbeing centre.
* Car salary sacrifice scheme.
* Reward & recognition programs.
Our people are our main asset. We aim to keep them happy, competitive, and fulfilled, driving our business forward and maintaining our customer-centric approach. We are proud to be the UK’s leading and growing energy data collection and meter operations service provider.
Diversity and inclusion are central to our success. We are committed to ensuring equality, diversity, and inclusion in our recruitment and workplace practices. We recognize the importance of a diverse workforce for collaboration, innovation, and ownership.
These key drivers underpin our business and are highly valued by our customers.
Please note that we reserve the right to close this position before the expiry date.
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