Customer Service Executive

Job Title: Customer Service Executive
Department: Commercial
Reports to: Customer Service Team Manager
Direct Reports: None
Working in conjunction with: Other IMServ departments
Internal Customers: All
External Customers: All

 
As we continue to grow our Customer Service Department and we move into a new way of working with AGILE there is a need to grow the Utilities team to ensure that it is equipped to be able to support the business with BAU activities whilst also getting involved with Change Projects.
Due to this we are seeking an enthusiastic, capable and customer-driven professional to join the team. The Utilities Customer Care Executive will join a professional team to deliver friendly, flexible and exceptional service to our broad range of customers, which includes end users, partners & suppliers.
 

Job Purpose

  • First point of contact for customers handling verbal and written queries and complaints within operational and contractual performance levels via email, telephone and LiveChat
  • Make proactive outbound calls to customers to resolve issues and help facilitate payment of outstanding debt
  • Support other internal departments in dealing with customer queries
  • Raise emergency jobs
  • Manage and understand the expectations of the customer to ensure service levels are adhered to
  • Processing/supporting the sales channel to retain and grow business
  • Assisting in testing of new systems and processes

MAIN RESPONSIBILITIES

Accountability/Key Responsibilities

  • Handle incoming telephone calls, emails and LiveChat queries regarding the services that we provide, within the agreed SLA’s
  • Proactively handle and resolve customer complaints within a timely manner through to resolution
  • Handle all internally escalated complex queries, including non-payment issues inline with agreed objectives
  • Achieve internal targets regarding aged debt outstanding for our customers
  • Help provide informative customer feedback and insight to drive process improvements across the business
  • Champion the customer requirements throughout their contract by having comprehensive knowledge of IMServ systems and processes so that issues can be effectively resolved
  • Provide support to your colleagues on complex queries by sharing skills and knowledge
  • Working closely with other internal departments to ensure that IMServ customers receive a high-quality service and that both internal and external service levels are met
  • Meet individual and team objectives
  • Involvement in the planning and deployment of new services and system enhancements, ensuring that supporting documentation is created in line with the contractual agreement
  • Prioritise and manage your workload to team and industry timescales
  • Take ownership for processing customer orders for site additions and deletions and ensure all systems are updated

KEY COMPETENCIES FOR ROLE

Customer Focus
Dedicated to meeting the expectations and requirements of internal and external customers; acts in the best interests of our customers; establishes and maintains effective relationships with our customers.

Quality Focus
Having a high level of commitment to not only doing your job but doing it well; knowing all the ins and outs of our products and services to provide our customers with the most comprehensive and efficient solutions possible.

Problem Solving
Accurately scopes out lengths and difficulty of tasks and is able to work to measurable objectives and goals to ensure that these are met; able to think on your feet and find solutions.

Accountability
Learns quickly when facing new problems and is open to change; analyses successes and failures to identify areas for improvement, and proactively challenges the status quo; enjoys the challenge of unfamiliar tasks and can quickly grasps the essence and underlying structure.

Positive Attitude
Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; maintains an upbeat and enthusiastic demeanor and exudes positivity.

PERSON SPECIFICATION

Skills

  • Customer focused; able to identify and respond to needs of the customer
  • Good problem-solving skills, able to grasp problems quickly and draw informed conclusions
  • Able to work in a complex environment with conflicting demands
  • Anticipates issues and is pro-active in dealing with them
  • Can manage own time to meet daily requirements
  • 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

Knowledge

  • 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)
  • Previous Customer Service experience
  • Sound commercial and financial awareness
  • Industry metering experience desirable but not essential

Company benefits:

  • 28 days annual leave plus Bank Holidays
  • Enhanced Salary Sacrifice Pension Contributions
  • Life Assurance up to 6 X Base Salary*
  • Subsidised Health cover*
  • Subsidised Dental Cover*
  • Contribution towards Eye Tests and Glasses
  • In Office & Out of Office Social Events
  • Retailer Discounts Platform
  • Employee Assistance Program
  • Wellbeing Centre
  • Reward & Recognition

*length of service & T&Cs apply

To apply send an email detailing your suitability for the role and a current CV to: careers@imserv.com