IMSERV
Quality Assurance Coach
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About The Company
The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.
At IMSERV, we're proud to be one of the UK's leading energy data and metering specialists. We deliver award-winning services to customers across the country, providing specialist metering technology for electricity, gas and water, alongside highly accurate energy data collection services.
About The Role
The purpose of this role is to support the delivery of a high-quality, efficient, and customer-focused service by driving operational excellence and continuous improvement. This includes:
- Identifying and implementing process improvements
- Providing technical advice and guidance to Team Leaders and Customer Event Managers
- Coaching the Service Delivery team to ensure quality standards are consistently met
The role also involves:
- Building and maintaining strong relationships with internal and external operational teams to deliver a seamless end-to-end service
- Proactively identifying system and process issues impacting service quality and timeliness
- Making recommendations to management to resolve these
In addition, the role supports training and development initiatives to ensure services are delivered in line with customer expectations and company objectives, while assisting other departments with customer queries, escalations, and complaints as required.
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Responsibilities
- Manage own workload ensuring that the quality of all key tasks are completed on time and accurately in line with SLAs.
- Maintain regular weekly quality checks via call listening and process quality checks that are in line with contractual requirements and customer expectations.
- Support the Team Leaders and Customer Event Managers with reporting such as weekly stats.
- Provide support on complex queries by sharing skills and knowledge.
- Working closely 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 for manager sign off.
- Ensure timely, effective resolution of issues with the ability to solve the majority of them without the need to escalate.
- Prioritise and manage your workload to team and industry timescales.
- Identify own development needs and create a development plan.
- Maintain up to date Work Instructions, Process Maps and Procedures.
What You'll Need
- Proven experience using Microsoft office packages (Excel, Word, etc.)
- A high level of computer and system literacy (able to use multiple systems to complete a process)
- Clear communication skills, particularly able to coach and mentor at all levels.
- Customer focused; can identify and respond to customer's needs.
- Good problem-solving skills, able to grasp problems quickly & draw informed conclusions, escalating where appropriate.
- 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.
- Can manage own time to meet daily requirements.
- Flexible, willing & able to cope with change in a pressurized environment.
- Ability to influence and motivate.
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Benefits
- 28 days' holiday plus Bank Holidays
- Buy & sell annual leave scheme
- Up to a 10% bonus
- Enhanced salary sacrifice pension
- Life assurance (up to 6x salary*)
- Simply Health plan (with upgrade options)
Car salary sacrifice scheme
(*Length of service and T&Cs apply)
Equal Opportunity Statement
At IMSERV, we're committed to building a team where everyone feels valued, respected and able to do their best work. We welcome applications from people of all backgrounds, experiences and communities. A diverse team brings fresh perspectives, strengthens collaboration and helps us deliver the best possible service to our customers.
If you're interested in the role but don't meet every single requirement, we'd still encourage you to apply.
(Please note that we reserve the right to close this position before the expiry date.)
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