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
This role acts as the first point of contact for end users and partner customers, handling both verbal and written queries, complaints, and complex escalated issues professionally and within agreed service levels and timescales. The position involves making proactive outbound calls to resolve customer issues, providing first-line support, and working to resolve contractual non-conformities through appropriate escalation and collaboration. It also requires managing customer expectations, ensuring service level agreements are met, and identifying opportunities to improve systems and processes that impact the quality and efficiency of service delivery.
Responsibilities
- Handle incoming live chats and emailsregardingthe services that we provide, within the agreedSLA's. There may also be occasional incoming telephone calls.
- Aim to resolvethe majority ofqueries at first point of contact, some of which may be complex.
- Handle CRM incoming queries for smaller clients including reporting (non-accountspecific)
- Handle and resolve internally or externally escalated customer complaints withina timelymanner.
- Handle all internally escalated complex queries, including non-payment issues in line with agreedobjectives.
- Work with credit control to reduce aged debt.
- Help provide informative customer feedback and insight to drive process improvements across the business.
- Champion the customer requirements throughout their contract by having comprehensive knowledge ofIMSERVsystems and processes so that issues can be effectively resolved.
- Proactively resolve issues for the company and the customer to ensure outstanding work is within agreed targets.
- Provide support to your colleagues on complex queries by sharing skills and knowledge.
- Working closely with the other teams to ensure thatIMSERV'scustomers receive a high-quality service and that both internal and external service levels are met.
- Produce and update procedural documentation to support new and amended services.
- Document andassistin the resolution of customer complaints, escalating where necessary.
- Involvement in the planning and deployment of new services and system enhancements, ensuring that supporting documentation is created in line with the contractual agreement.
- Take full ownership of issues, and to ensuretimely, effective resolution.
- Prioritise and manage your workload to team and industry timescales.
- Identifyown development needs and create a development plan.
- Log and process Change of Tenancies
- Manage a range of billing, metering,dataandcustomer service enquiries.
What you'll need
- Customer focused;is able toidentifyand respond to customer's needs.
- Able to build strong rapport with customers quickly in writing and verbally.
- Good problem-solving skills, able to grasp problems quickly and draw informed conclusions.
- Able to work in a complex environment with conflicting demands.
- 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.
- Proven level of written and spoken English. GCSE Grade C or equivalent
- Proven working knowledge of Microsoft Office packages (Excel, Word, etc) at Basic Level.
- A high levelof computer and system literacy (able to use multiple systems to complete a process).
- PreviousCustomer Service experience.
- 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.
(Please note that we reserve the right to close this position before the expiry date.)
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Customer Services Executive in Milton Keynes employer: IMServ Europe Ltd
IMSERV is an excellent employer that prioritises a collaborative work culture, fostering strong relationships between teams to drive success. With a focus on employee growth and development, we offer numerous opportunities for professional advancement in a dynamic environment. Located in a vibrant area, our company provides unique advantages such as flexible working arrangements and a commitment to employee well-being, making it a rewarding place to build your career.
