IMSERV
Scheduling Coordinator
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Scheduling Coordinator
Customer Service & Project Scheduling Co-ordinator
About the Company
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
- Highly accurate energy data collection services
About the Role
The purpose of this role is to ensure the effective planning, scheduling, and coordination of work projects and large-scale activities to meet:
- Business objectives
- Customer expectations
Key Responsibilities
- Manage workloads efficiently to support multiple departments
- Deliver consistent service levels aligned with customer commitments
- Utilise multiple systems for coordination and stakeholder needs
Responsibilities
-
Project & Scheduling Coordination
- Organise appointments, surveys, installations, and customer commitments efficiently
- Plan and schedule project work and large-scale activities from request to delivery
-
Cross-Team Collaboration
- Work closely with Commercial, operational, and technical teams to:
- Understand upcoming demands
- Secure suitable appointment slots
- Optimise resource allocation across teams and systems
- Build strong working relationships with internal teams to:
- Facilitate joined-up decision-making
- Ensure consistent communication and service levels
- Work closely with Commercial, operational, and technical teams to:
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Customer & Stakeholder Engagement
- Provide clear, accurate, and professional updates to:
- Customers via calls, emails, and meetings
- Stakeholders on progress, risks, next steps, and timelines
- Support email management, including:
- Processing requests
- Issuing written updates
- Escalating urgent issues
- Provide clear, accurate, and professional updates to:
-
Problem-Solving & Resolution
- Ownership of issues, delays, and complaints by:
- Investigating root causes
- Coordinate cross-team actions
- Implementing timely resolutions
- Conduct root cause analysis on:
- Project failures
- Missed milestones
- Recurring process issues
- Document and escalate customer complaints while:
- Capturing accurate details
- Monitoring progress
- Ownership of issues, delays, and complaints by:
-
Process & Documentation
- Update procedural documentation to:
- Support new or amended services
- Ensure clarity on responsibilities, system steps, and escalation routes
- Update procedural documentation to:
-
Performance Tracking
- Maintain trackers, reporting tools, and system updates to provide:
- Accurate progress information
- Timely milestone updates to customers and stakeholders
- Maintain trackers, reporting tools, and system updates to provide:
What You’ll Need
- Strong communication skills (written and verbal) for customer and stakeholder updates
- Proficiency in Microsoft Office (Excel, Word)
- Technical adaptability—ability to use multiple systems efficiently
- Previous customer service/operational experience, ideally in:
- Contact centres
- Scheduling or project coordination
- Experience in target-driven environments, prioritising work vs. SLAs or timescales
- Industry knowledge of energy, meters, data, or operational processes
- Customer-focused mindset to identify and meet needs
- Ability to thrive in a fast-paced, multi-prioritised environment
- Proactive problem-solving—anticipating and resolving/escalating issues
- Time management to meet daily, team, and operational demands
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Benefits
- 28 days’ holiday + Bank Holidays
- Buy & sell annual leave scheme
- Bonus (up to 10%)
- Enhanced salary sacrifice pension
- Life Assurance (up to 6x salary)*
- Simply Health plan (upgrade options available)
- Car salary sacrifice scheme* (*Terms and conditions apply)
Equal Opportunity Statement
At IMSERV, we’re committed to a diverse and inclusive workforce where everyone feels valued. We welcome applications from all backgrounds regardless of experience or community. If you’re interested but not meeting every requirement, we still encourage you to apply.
(Note: We reserve the right to close this position before the expiry date.)
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