Customer Relationship Manager

IMServ is one of the UK’s leading data collection and energy metering experts, delivering award winning services to more customers in more places, meeting industry targets and becoming a benchmark for excellence. We offer a range of specialist metering technology for electricity, gas, and water along with highly accurate energy data collection services. All this is wrapped up with an easy-to-view online data management analysis and reporting software.

PURPOSE OF THE ROLE:

Develop and maintain a relationship with the customer; ensuring operational, industry, and contractual performance levels are met. 

Be the 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 support settlement performance.

MAIN RESPONSIBILITIES:

• Pro-actively manage Supplier portfolios to provide a consistently high level of service, ensuring all service lines are met.
• Work closely with suppliers and third parties as well as other internal teams to drive actions that affect performance.
• Organise and attend Supplier meetings when required, ensuring preparation is completed in line with the agenda.
• Create and maintain Supplier performance reporting packs for HH % Energy
• Provide clarity and insight into issues preventing actual data from being submitted.
• Understand the reasons why a supplier will be sent estimated data and what processes are required to rectify this.
• Analyse, investigate and resolve queries raised by Suppliers or the customer service team (either by e-mail or direct phone calls).
• Get involved with future contractual negotiations and support the effective delivery of this.
• Collaborating across the business to understand why data is missing and finding ways to resolve.
• Assist in the support of industry changes which could include the review system/process changes.
• Manage emails to ensure customers, internal and external, are communicated to in a timely manner.

PERSON SPECIFICATION:

• Customer focused; able to identify and respond to the needs of the customer.
• Good analytical and 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.
• Strong, clear communication skills both verbally and in writing.
• Anticipates issues and is proactive in dealing with them.
• Flexible, willing, and able to cope with change, with the ability to work under pressure.
• A passion and desire to take HH performance to a new level.
• Industry knowledge is up to date.

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)
• Employee Assistance Program
• Wellbeing Centre

(*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)