About the Company 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 ensure the effective planning, scheduling, and coordination of work projects and large-scale activities to meet both business objectives and customer expectations. This includes managing workloads in the most efficient manner, supporting other departments with customer queries relating to scheduling, and prioritising work to ensure service commitments are met. The role requires a clear understanding of customer expectations to ensure service levels are consistently achieved, while utilising multiple systems to coordinate activities and meet the needs of all stakeholders, contributing to the delivery of a seamless and customer-focused service. Responsibilities * Coordinate and schedule project work and large group activity from initial request through to planned delivery, ensuring appointments, survey requirements, installation activity and customer commitments are organised in the most efficient way for both customers and the business. * Work closely with Commercial and operational colleagues to understand upcoming demands, plan future workload, secure suitable appointment slots and support effective use of available resources across teams, systems and customer requirements. * Support internal departments with customer queries relating to scheduling, progress updates, prioritisation, appointment availability and delivery status, ensuring responses are clear, accurate and aligned to agreed processes. * Support external customer calls, telephone conversations, email communication and meetings where required by speaking and writing directly with customers and stakeholders to provide clear, professional and well-prepared updates on progress, actions, risks, blockers, next steps and expected timescales. * Build effective working relationships with internal teams, including Commercial, operational delivery, service management and technical colleagues, to support joined-up decision-making, consistent communication and achievement of internal and external service levels. * Maintain trackers, reporting tools and system updates to provide accurate progress information to customers and stakeholders, ensuring records reflect current status, key milestones, outstanding actions, dependencies and risks. * Support the management of a busy mailbox by reviewing incoming requests, processing general activity, responding to customer and internal queries by email, issuing clear written updates, identifying escalations and ensuring actions are progressed within agreed timescales. * Take ownership of issues by investigating the cause, coordinating with relevant teams, agreeing appropriate actions and ensuring timely, effective resolution with clear escalation where further support or decision making is required. * Complete root cause analysis on project failures, missed milestones, customer issues or recurring process problems, identifying themes, contributing factors and recommended actions to reduce future risk and improve delivery performance. * Produce and update procedural documentation to support new, amended or developing services, ensuring processes, responsibilities, system steps and escalation routes are clear, consistent and easy for colleagues to follow. * Document and support the resolution of customer complaints by capturing accurate details, following the complaints process, coordinating inputs from relevant teams, monitoring progress and escalating where timescales, risk or customer impact require further attention. What you'll need * Strong written and verbal communication skills, with the ability to provide clear updates to customers and stakeholders. * Good working knowledge of Microsoft Office packages, including Excel and Word. * High level of computer and system literacy, with the ability to use multiple systems to complete processes accurately. * Previous customer service experience, ideally within a contact centre, scheduling or operational delivery environment. * Experience of working within a target driven environment and managing work against SLAs or agreed timescales. * Understanding of relevant industry flows, processes and operational requirements. * Customer focused, with the ability to identify customer needs and respond appropriately. * Able to work in a complex, fast paced environment with conflicting demands and multiple priorities. * Proactive in anticipating issues and taking action to resolve or escalate them appropriately. * Able to manage own time effectively to meet daily, team and industry requirements. * Confident in articulating issues, options and proposed solutions directly to customers and internal stakeholders Benefits * 28 days' holiday plus Bank Holidays * 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. If you're interested in the role but don't meet every single requirement, we'd still encourage you to apply. (Please note that we reserve the right to close this position before the expiry date.)
