At IMSERV, we’re proud to be one of the UK’s leading energy data and metering specialists. We deliver award-winning services to customers across the country, providing specialist metering technology for electricity, gas and water, alongside highly accurate energy data collection services.
About the Role:
The purpose of this role is to lead and support the delivery of high-quality, compliant operational processes by ensuring that both internal quality standards and relevant regulatory obligations are consistently met. This includes providing leadership, motivation, and development to the team to drive strong performance and continuous improvement. The role is also responsible for building and maintaining effective relationships with operational functions to deliver a seamless end-to-end service, while managing operational quality performance indicators (KPIs) across both onshore and BPO teams. In addition, the role ensures that operational processes remain compliant with business requirements and regulated industry standards, helping to maintain quality, efficiency, and regulatory integrity across service delivery.
Responsibilities:
* People management aligned with the HR processes and procedures.
* Carry out regular skills analysis to identify training requirements to support individual development and succession planning.
* Manage the quality assurance scorecard and associated reporting on operational performance metrics.
* Undertake regular quality audits, assessments, and feedback sessions to identify ways to drive efficiency and effectiveness.
* Maintain operations process library, and the management of changes of process documentation.
* Responsible for the coaching program that should quickly fill knowledge and skill gaps. Reinforce training through supplemental methods such as microlearning to improve performance.
* Ensure that operational quality parameters are continually benchmarked to improve the quality of customer experience.
* Work with cross functional teams to create a customer-focussed working environment that embraces ‘one team' culture and embraces best practice.
* Management of operational risks related to non-compliance required standards. Ooperational lead for all quality and industry code (e.g. BSC, REC) audits.
What you’ll need:
* Experience of leading and motivating a team.
* Quality Assurance or audit experience.
* Process improvement experience.
* Ability to plan and structure a team’s workload
* Ability to analyse complex data including KPIs and performance.
* Flexible, willing, and able to cope with change with the ability to work under pressure.
* Ability to influence stakeholders.
* Customer focused; can identify and respond to customer’s needs.
* Ability to coach people.
* Good problem-solving skills, able to grasp problems quickly and draw informed conclusions.
* Willing to take ownership for issue resolution.
* Buy & sell annual leave scheme
* Up to a 10% bonus
* Enhanced salary sacrifice pension
* Life assurance (up to 6x 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.
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