At a Glance
- Tasks: Support a high-quality service by coaching teams and driving process improvements.
- Company: Join IMSERV, a leading energy data and metering specialist in the UK.
- Benefits: Enjoy 28 days' holiday, competitive salary, and opportunities for personal development.
- Other info: Dynamic role with opportunities to grow and develop in a supportive environment.
- Why this job: Make a real impact by enhancing customer service and operational excellence.
- Qualifications: Experience with Microsoft Office and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
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 support the delivery of a high-quality, efficient, and customer-focused service by driving operational excellence and continuous improvement. This includes identifying and implementing process improvements, providing technical advice and guidance to Team Leaders and Customer Event Managers, and coaching the Service Delivery team to ensure quality standards are consistently met. The role also involves building and maintaining strong relationships with internal and external operational teams to deliver a seamless end-to-end service, proactively identifying system and process issues impacting service quality and timeliness, and making recommendations to management to resolve these. In addition, the role supports training and development initiatives to ensure services are delivered in line with customer expectations and company objectives, while assisting other departments with customer queries, escalations, and complaints as required.
Responsibilities:
- Manage own workload ensuring that the quality of all key tasks are completed on time and accurately in line with SLAs.
- Maintain regular weekly quality checks via call listening and process quality checks that are in line with contractual requirements and customer expectations.
- Support the Team Leaders and Customer Event Managers with reporting such as weekly stats.
- Provide support on complex queries by sharing skills and knowledge.
- Work closely with other teams to ensure that IMServ customers 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 for manager sign off.
- Ensure timely, effective resolution of issues with the ability to solve the majority of them without the need to escalate.
- Prioritise and manage your workload to team and industry timescales.
- Identify own development needs and create a development plan.
- Maintain up to date Work Instructions, Process Maps and Procedures.
What you'll need:
- Proven experience using Microsoft office packages (Excel, Word, etc.)
- A high level of computer and system literacy (able to use multiple systems to complete a process)
- Clear communication skills, particularly able to coach and mentor at all levels.
- Customer focused; can identify and respond to customer's needs.
- Good problem-solving skills, able to grasp problems quickly & draw informed conclusions, escalating where appropriate.
- 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 & able to cope with change in a pressurised environment.
- Ability to influence and motivate.
Benefits: 28 days' holiday plus
Student Coach employer: IMSERV
IMServ is an exceptional employer, offering a dynamic work environment where innovation and operational excellence are at the forefront. With a strong commitment to employee development, we provide ample opportunities for growth and training, ensuring our team members are equipped to deliver high-quality services. Located in the UK, our collaborative culture fosters strong relationships across teams, making it a rewarding place to build a meaningful career in the energy sector.
StudySmarter Expert Advice🤫
We think this is how you could land Student Coach
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IMSERV. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IMSERV before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Student Coach
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IMSERV:Your cover letter is your chance to shine! Tell us why you want to work at IMSERV specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IMSERV!
How to prepare for a job interview at IMSERV
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
