IMServ is one of the UKs 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.
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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.
Customer Operations Director PURPOSE OF THE JOB: The Customer Operations Director is responsible for leading and optimising the end-to-end customer journeys across IMServ, ensuring operational excellence and outstanding customer experience.
This role oversees customer interactions, excellent service delivery, and compliance, ensuring the organisation delivers high-quality and efficient services.
This role requires strategic leadership, agile process improvement, and cross-functional collaboration to drive efficiency, customer satisfaction, and business growth.
MAIN ASSIGNMENTS: Customer Experience & Support: Lead and develop customer service teams, ensuring exceptional service delivery and responsiveness and excellence.
Develop and implement customer service policies, procedures, and best practices.
Monitor customer feedback, analyse trends, and drive continuous improvements.
Ensure resolution of escalated customer issues in a timely and effective manner.
Lead and develop high-performing teams across customer operations to deliver operational excellence Act as Business Sponsor for the MHHS Programme, ensuring business and customer readiness Define and implement a customer-centric strategy across all operational teams Drive focus and action on effortless customer journeys and timely issue resolution Drive continuous improvement initiatives to enhance customer satisfaction and retention.
Operational Strategy & Process Optimization: Design and implement operational strategies to enhance customer satisfaction and efficiency.
Lead process improvements and automation initiatives to streamline workflows.
Develop key performance indicators (KPIs) and ensure service levels are met or exceeded.
Utilize data and analytics to measure performance and identify areas for improvement.
Collaborate with stakeholders to develop digital and automated solutions for service efficiencies.
Manage data services, ensuring accurate and timely data collection and processing ensuring compliance with customer and industry regulations SLAs.
Leadership & Team Management Lead, mentor, and develop a high-performing customer operations team.
Foster a customer-centric culture across the organization.
Collaborate with cross-functional teams, including sales, product, and marketing, to align customer operations with business objectives.
Identify and mitigate operational risks, ensuring business continuity and resilience.
Build and maintain strong relationships with customers, suppliers, and regulatory bodies.
Technology & Systems Management: Oversee the selection and implementation of customer support technologies Ensure seamless integration of tools to optimize customer interactions.
Stay updated with industry trends and emerging technologies.
Collaborate with IT and data teams to drive digital transformation and system improvements.
Reporting & Performance Monitoring: Develop dashboards and reporting tools to track customer operations metrics.
Present insights and recommendations to leadership based on data analysis.
Drive data-driven decision-making to enhance customer satisfaction and loyalty.
ACCOUNTABILITIES: Achievement of operational performance KPIs and customer satisfaction metrics.
Compliance with industry regulations and standards.
Delivery of efficient and cost-effective services.
Development and execution of strategies to enhance customer experience.
Leadership and development of a high-performing operational team.
Financial responsibility to deliver within budget commitments PERSON SPECIFICATION: Technical Skills, Knowledge & Experience: Senior Management experience.
UK Utilities knowledge preferred, but not essential.
MHHS knowledge an advantage.
Minimum of 10 years work experience within service delivery organisations Sound commercial and financial awareness.
Proven knowledge of business operations including the delivery of data-based services.
Negotiating and influencing.
Experience of managing BPOs Skills & Attributes: Strong, clear communication skills, particularly able to create a clear, unified view of strategy that enables people to follow.
Able to understand and communicate concepts clearly and succinctly.
Good problem-solving skills, able to grasp problems quickly and draw informed conclusions.
Able to work in a complex environment with conflicting demands and make clear and consistent decisions.
Anticipates issues and is pro-active in dealing with them.
Lateral thinker can create innovative solutions and think outside the box.
Decision maker.
Displays Excellent leadership qualities.
Able to lead a large and diverse team.
Able to inspire enthusiasm and change in others.
COMPANY BENEFITS: 28 days annual leave plus Bank Holidays (contract dependant) Annual leave Buy & Sell Scheme 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 Car Salary Sacrifice Scheme Reward & Recognition (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 UKs leading and growing energy data collection and meter operations service provider.
Diversity and inclusion have long been at the heart of of IMServs 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) ADZN1_UKTJ