Customer Service Agent

7 months ago

Crewe, United Kingdom IMS Full time

**Company Overview**

IMS is a leader in connected car and telematics services. We provide services and analytics to insurers, governments, and enterprises. From insurers and governments to dealerships and everyday drivers, we’re proud to produce technology that makes driving - Safer. Smarter. Greener.

**Description**:
The Customer Service Agent's role is to deliver the IMS products to consumers, keep them working, validate the data produced & handle direct customer queries via ticketing. This role is within the Trak Operations team, whose overall purpose is to provide a brilliant, efficient and effective service which is low cost and scalable by ensuring:

- IMS products are delivered to the end consumer within the agreed service levels (SLAs) and in an appropriate manner.
- IMS products remain in good working condition and continue to generate the required tracking and risk management data.
- The accuracy of tracking and risk management data is at user expectations.

**Specific Responsibilities and Accountabilities**:

- Ensure IMS devices installed into end-user vehicles are associated to the correct details recorded by liaising with engineering teams or reviewing control reports.
- Reviewing IMS device performance, completing over-the-air fixes and arranging service calls where appropriate.
- Reviewing data produced by IMS devices to ensure that it is accurate for events, journeys, and scores.
- Ensuring any issues and concerns are raised to team management when spotted to allow the business to escalate where appropriate and inform stakeholders. '
- Completion of control checks and auditing to ensure all customer products are working as expected and any device orders are moved correctly through IMS systems. '
- Ensuring log files and MI is up to date and relevant analysis is completed to escalate any potential concerns to management.

**Key Internal and External Relationships**:

- Trak Operations team
- Trak Operations second line support teams (IT)
- Trak Operations leadership teams
- RS Connect administration and engineering teams
- Hyde Park Corner administration and engineering teams
- Motability administration and dealership teams
- IMS insurance partners

**Knowledge, Skills & Experience**

**Essential**
- Excellent written and verbal communication skills
- Able to work under pressure and meet deadlines
- Excellent organisational skills
- Able to manage sensitive and sometimes confidential information
- Ability to work independently with limited supervision.

**Desired**
- Previous experience within a customer service role
- Ability to interpret and analyse statistical information and trends, with an eye for detail and accuracy.

**Other Contextual Information/Special Features**:

- Ability to support office and home-working requirements on a hybrid basis
- Must be available between 8am and 5pm GMT to ensure availability during UK operational hours.

**Why should you join us?**

We’re an innovative technology leader with plans for growth in the global telematics industry. These are some exciting times- Flexible holiday scheme (unlimited vacation) to really make the most of your time and wellbeing
- Volunteering Days
- 'Work From Anywhere' Policy - work almost anywhere in the world for 30 days per year
- Employee Assistance Program and an enhanced maternity/paternity package
- We want to see you grow and do great things We’re committed to your personal and professional development
- Funded training opportunities and a dedicated online learning platform
- Management coaching programs
- Auto
- Enrolment Pension & Private Medical Insurance
- Kudos Hub - a peer-to-peer recognition system, where you can recognize others using points. These points can be collected and redeemed against a huge catalogue of rewards
- Flexible remote working options
- Plus more

IMS is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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