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. We offer specialist metering technology for electricity, gas, and water, along with highly accurate energy data collection services and easy‑to‑view online data management, analysis, and reporting software. Purpose of the Role The 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 events, including SLA management with outsource partners, the 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 compliance measures. Deliver services that meet customer, financial and industry SLAs while supporting IMSERV’s strategic vision. Proactively resolve issues for the company and customers to ensure outstanding work is within agreed time‑frame 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. Ensure compliance with service level agreements and that services provided meet required quality and regulatory standards. Work with other teams to create and execute a cohesive, efficient, and customer‑focused working environment that embraces best practice 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 for technology support and other resources needed for effective transformation and CI initiatives. Work with 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, conduct performance reviews, and develop 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 customers’ needs. Anticipates issues and is proactive 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× base salary. Simply Health healthcare plan (upgrades available). In‑office & out‑of‑office social events. Retailer discounts platform. Employee assistance program. Wellbeing centre. Car salary sacrifice scheme. Reward & recognition. Diversity and Inclusion 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 reserve the right to close this position before the expiry date. #J-18808-Ljbffr