Customer Service Advisor

2 weeks ago

Milton Keynes, United Kingdom IMServ Europe Ltd Full time

IMServ, the power behind energy efficiency

At IMServ, we help our customers use energy better. Our people retrieve energy data from some of the UK’s largest energy consuming organisations. The industry relies on the information our people produce to trade, bill and understand billions of pounds of energy each year. Our specialist services, operated by our experts, deliver tangible energy, carbon and cost savings to our customers by giving access to data intelligence on ‘how’, ‘when’ and ‘where’ energy is used. We need great people to help us do this. We care about the things you do being open and trustworthy, delivering our promises, positive customer engagement, being trusted experts and taking ownership. IMServ makes a real investment in people, offering a challenging but supportive environment, allowing employees to stretch, grow and develop. In terms of career progression, the availability of a comprehensive training programme ensures the only limits are your own drive to succeed. We have an exciting opportunity to join the team in our office in Milton Keynes as a Work Management Co-Ordinator (Customer Service). You will be working in a hybrid mode, a couple of days in the office and a couple of days from home.

**PURPOSE OF THE ROLE**
- Ensure work projects and large group work is managed and scheduled in the most effective and efficient way for the business and customer
- Support the other departments in dealing with customer queries regarding scheduling and prioritise accordingly
- Understand clearly the expectations of the customer to ensure service lines are adhered to
- Support with the admin associated to any group customer with the scheduling team

**MAIN RESPONSIBILITIES**
- Ensure all work is completed within customer SLA’s and internally agreed targets
- Maintain trackers/ reporting and be able to respond back to customers with progress updates
- Root cause analysis with projects, able to identify trends with failure and out changes in to mitigate future risk
- Provide support to your colleagues on complex queries by sharing skills and knowledge
- Support with a busy mailbox, general processing plus dealing with escalations and portal fall out.
- By working with commercial colleagues, schedule and secure slots for future work whilst ensuring these slots are released/ filled in a timely manner
- De-appointment report - work to cancel appointments we are no longer the meter operator for the site
- Build close working relationships 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
- Document and assist in the resolution of customer complaints, escalating where necessary - ensure the complaints process is followed
- Support with external calls / meetings to customers
- Take full ownership of issues, and ensure timely, effective resolution
- Prioritise and manage your workload to team and industry timescales

**PERSONAL SPECIFICATION**
- Previous customer service experience / experience in a contact centre
- Customer focused; is able to identify and respond to customer’s needs with good problem solving skills, able to grasp problems quickly and draw informed conclusions
- Able to work in a complex environment with conflicting demands - multiple projects and at speed
- Anticipates issues and is pro-active in dealing with them
- Flexible, willing and able to cope with change with the ability to work under pressure
- Positive and enthusiastic with a can do attitude
- Conscientious, accurate and diligent
- Confident to articulate issues and proposed solutions directly to our customers in meetings
- Good level of written and spoken English
- Good level of Microsoft office packages (Excel, Word, etc)
- A high level of computer and system literacy (able to use multiple systems to complete a process)
- Ideally experience making outbound calls or handling calls
- Experience of working within a target based environment

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£23,600.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Life insurance
- On-site parking
- Referral programme
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus

Ability to commute/relocate:

- Milton Keynes: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 1 year (required)

Work Location: Hybrid remote in Milton Keynes

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