Customer Event 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:

Customer Event Manager plays a critical role in owning the customer and business outcomes within their specialist area, ensuring services are delivered to the highest-quality, timely, and cost-effective. This role is responsible for maintaining relationships, delivery of customer outcomes, monitoring performance and reporting, and continuously improving processes to reduce customer effort and cost to serve.

In overseeing the day-to-day operations of assigned customer event/s including SLA management with outsource partner/s, this role will build and maintain a high-performing team and foster a ‘one team’ culture across onshore and offshore operations

MAIN RESPONSIBILITIES:

* Ensure all work is delivered in line with industry guidelines and compliancy measures.

* Deliver services that meet customer, financial and industry SLA’s whilst supporting IMServ’s strategic vision.

* Ensure issues are proactively resolved for the company and the customer to ensure outstanding work is within agreed timeframe targets.

* Support the implementation of new business development initiatives from projects to Business as Usual.

* Develop and implement action plans to address operational performance and quality issues.

* Ensuring compliance with service level agreements, responsible for monitoring that service level agreements are met, and that the services provided meet the required quality and regulatory standards.

* Working with other teams to create and execute a cohesive, efficient, and customer-focussed working environment that embraces best practise and fosters ‘one-team’ culture.

* Proactively contribute to the continuous improvement and transformation of processes.

* Serve as the primary point of contact for outsource partners with onshore teams especially with technology support and other resources needed for effective transformation and CI initiatives.

* Work with our customers when required to understand and address their needs

* Coaching, mentoring, and supporting team members to develop their skills and grow within the organization

* Provide regular feedback, conducting performance reviews, and developing improvement plans for individual team members

PERSON SPECIFICATION:

* Experience of leading and motivating a team

* Knowledge of the UK Electricity Market

* Good knowledge of process management and improvement activities

* Proficient in all Microsoft office packages (Excel, Word, etc.)

* Customer focused; can identify and respond to customer’s needs.

* 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.

* Able to understand and communicate concepts clearly

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)

* Retailer Discounts Platform

* Employee Assistance Program

* Wellbeing Centre

* 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)