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 first 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.
* Ensure internal and external customers have all the required information to install meters, collect data and invoice correctly
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 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.
* 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.
* Establish and monitor metrics to track client satisfaction, retention and implement strategies to strengthen customer relationships.
PERSON SPECIFICATION:
Technical skills, Knowledge & Experience
* Previous Customer Service experience
* Sound commercial and financial awareness
* Industry experience
Skills & Attributes
* Customer focused; able to identify and respond to 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 pro-active in dealing with them.
* Able to track customer satisfaction and retention through data analysis to help build strong, long-term client relationships.
* Can manage own time to meet daily requirements.
* Able to lead meetings with internal and external customers.
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*
(*Length of service & T&Cs apply)
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)
Salary description
£34000.00 - £37000.00 per year