IMServ is one of the UK’s 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.

TECHNICAL SKILLS, KNOWLEDGE & EXPERIENCE

• Good level of Microsoft office packages (Excel, Word, etc)
• A high level of computer and system literacy (able to use multiple systems to complete a process)
• Previous Customer Service experience
• Sound commercial and financial awareness
• Industry experience

SKILLS & ATTRIBUTES

• Customer focused; able to identify and respond to needs of the customer.
• Good problem-solving skills, able to grasp problems quickly and draw informed conclusions.
• Able to work in a complex environment with conflicting demands and make clear and consistent decisions.
• Anticipates issues and is pro-active in dealing with them.
• Can manage own time to meet daily requirements.
• Flexible, willing, and able to cope with change with the ability to work under pressure.
• Positive and enthusiastic with a can-do attitude.
• Conscientious, accurate and diligent.
• Able to lead meetings with internal and external customers.

PURPOSE OF THE ROLE:

• Develop and maintain a relationship with a portfolio of customers; ensuring operational, industry, and contractual performance levels are met. 
• Be the first point of contact for your customers by responding to verbal and written customer queries, complaints, and any complex queries.
• Manage and understand the expectations of the customer and ensure service lines are adhered to.
• Ensure internal and external customers have all the required information to install meters, collect data and invoice correctly

MAIN RESPONSIBILITIES:

• Pro-actively manage your customer portfolios to ensure a consistently high level of service that leads to customer satisfaction, retention, and growth through monitoring, reporting, and managing each customer’s operational and contractual performance.
• Keep Account Managers up to date regarding portfolio performance and understand new services being discussed and any changes in priority.
• Take full ownership of issues relating to the customers’ performance in line with the contract.
• Undertake full root cause analysis when dealing with issues/complaints to ensure mitigating actions are implemented to prevent future cases.
• Organise and lead customer meetings, ensuring agendas and minutes are provided and shared with relevant parties.
• Ensure the customer’s invoice accurately reflects the chargeable services provided. 
• Provide informative customer feedback to drive continuous improvement.
• Building relationships with other IMServ teams to ensure that customers receive a high-quality service.
• Involvement in the planning, development, documentation, and deployment of new services and system. enhancements, ensuring that supporting documentation is created in line with the contractual agreement.