Customer Experience Manager
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:
To act as a strategic and supportive partner for assigned Customers at every stage of the Customer Journey. Owning the Customer experience as they transition from sales prospects and cultivate strong relationships ensuring high levels of customer satisfaction, leading to strong renewal and growth opportunities.
MAIN RESPONSIBILITIES:
1. Work closely with Account Managers to serve as the primary interface between Commercial and Operations in managing the initial on-boarding of assigned portfolio of customers and ongoing engagement throughout the customers lifetime.
2. Create workstreams with defined roles and responsibilities, processes, and clear points of contact to track and manage performance.
3. Create a management and control framework to ensure quality and timeliness of work delivered to clients including organising regular performance reviews.
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