Metering Performance Manager - 8 Month FTC

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.

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 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.

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 and Customer Experience 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.
• Can expand knowledge and experience to benefit the business and our customers.
• Ensures effective monitoring against contracts and industry requirements.
• 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.

PERSON SPECIFICATION:

• Customer focused; able to identify and respond to the 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 proactive 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.
• Able to lead meetings with internal and external customers.
• Sound commercial and financial awareness.

COMPANY BENEFITS:

• 28 days annual leave plus Bank Holidays.
• Annual leave Buy & Sell scheme.
• Enhanced Salary Sacrifice Pension Contributions.
• Life Assurance up to 6 X Base Salary.
• Simply health – Healthcare plan (Upgrades available).
• Car Salary Sacrifice Scheme.

Our people are our main asset. We strive to ensure they remain happy, competitive, and fulfilled - helping to propel our business forward and ensure we remain customer-centric and competitive. We are proud to remain the UK’s leading and growing energy data collection and meter operations service provider.

Diversity and inclusion have long been at the heart of IMSERV’s success. As we continue our growth, our focus remains on ensuring that equality, diversity, and inclusion remain central to our business and recruitment practices. We recognise that we operate in an industry in which there has traditionally been a lack of diversity, and we are keen to encourage applications from as inclusive a group as possible. We recognise that a balanced workforce encourages collaboration and innovation, promotes entrepreneurship and a feeling of ownership. These are the key drivers of our business, that our customers really look to us for.

(Please note that we reserve the right to close this position before the expiry date)