At a Glance
- Tasks: Support service delivery and drive operational excellence in a dynamic environment.
- 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: Flexible work environment with opportunities to grow and develop your career.
- Why this job: Make a real impact by coaching teams and improving customer service quality.
- Qualifications: Experience with Microsoft Office and strong communication skills are essential.
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 Placement 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 that our team members are equipped to deliver high-quality services. Located in the heart of the UK, our collaborative culture fosters strong relationships and encourages proactive problem-solving, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Student Placement Coach
✨Get Involved in Customer Support Communities
Join online forums or local meetups that focus on customer support. It's a great way to meet industry professionals, share experiences, and even hear about placement opportunities that may not be advertised elsewhere.
✨Show Off Your People Skills
In customer support, communication is key! Use your social media platforms to showcase any relevant experience or skills you have. Consider writing posts about your approach to handling customer queries or sharing tips on customer satisfaction—let your personality shine through!
✨Leverage Your University’s Career Services
Many universities have connections with companies looking for placement students. Have a chat with your career services team, attend their workshops, and don’t hesitate to ask for introductions to companies in customer support.
✨Apply Directly Through Our Website!
When you see a customer support role at IMSERV, apply directly through our website. It shows you're proactive and genuinely interested, plus you might stand out from the crowd of generic applications sent elsewhere!
We think you need these skills to ace Student Placement Coach
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, clear communication is key! Make sure your CV and cover letter show off your ability to convey information effectively. Provide examples of how you've handled customer queries or resolved issues in previous roles or during your studies – it’ll really make you stand out.
Share Your Relevant Experience:Even if it's just a part-time job or volunteering, any experience in customer-facing roles can be a huge plus. Talk about what you did, how you engaged with customers, and any positive feedback you received. This'll show us how you handle real-life situations and your motivation to help others.
Tailor Your Motivation Statement:For a placement, we want to know why you’re excited about this opportunity and how it fits into your learning journey. Use your cover letter to express what you hope to gain from working with us at IMSERV. It’s all about showing your genuine interest in the role and the company.
Demonstrate Your Problem-Solving Skills:Customer support is all about resolving issues and making customers happy. Use your application to highlight times when you’ve successfully resolved a problem, whether in a group project or a past role. Be specific about your approach and the outcome; it shows us you’ve got what it takes!
How to prepare for a job interview at IMSERV
✨Show Off Your People Skills
In customer support, your ability to communicate effectively is key. Be ready to discuss your experiences where you’ve helped customers, and don’t shy away from sharing any difficult situations you’ve handled. It’s all about showing empathy and problem-solving skills!
✨Understand the Tools
Get familiar with common customer support tools like Zendesk or Freshdesk. If you can mention any experience you have with these platforms during your interview, it’ll show that you’re prepared to hit the ground running at IMSERV.
✨Practice Real-World Scenarios
Expect to face role-play scenarios during your interview where you may have to handle customer complaints or queries. To prep, think through a few common customer issues and how you would resolve them thoughtfully and efficiently.
✨Highlight Your Adaptability
As this is a placement role, companies often look for candidates who can learn quickly and adapt to new challenges. Be ready to discuss how you've picked up new skills in past roles or projects and how you can apply that eagerness to learn at IMSERV.
