Energy Customer Service & Admin Coordinator

IMServ Europe Ltd; Milton Keynes; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Bonus up to 10%

Pension

Life assurance

Simply Health plan

Car salary sacrifice

Annual leave scheme

Job summary

IMServ Europe Ltd is seeking a Customer Service Administrator to act as the central link between the business and its customers, blending front-line support with back-office administration. You will ensure smooth communication, resolve issues, and maintain high customer satisfaction.

The role involves handling queries via email and live chat, escalating to specialists, updating CRM records, generating reports, and coordinating with cross-functional teams to deliver quality service.

Qualifications

• Some knowledge of CRM systems is not essential but useful
• Good working knowledge of the Microsoft Suite is essential.

Responsibilities

• Handle incoming customer queries, complaints, and requests via email and live chat across multiple operational areas.
• Escalate enquiries to the appropriate specialist teams for further investigation and resolution.
• Manage and resolve customer complaints in a timely and professional manner.
• Escalate complex issues to relevant departments or senior stakeholders when required.
• Support the resolution of contractual non-conformities through effective escalation and coordination.
• Champion customer requirements by maintaining a strong understanding of systems and processes to ensure issues are resolved effectively.
• Maintain accurate customer records and case notes within CRM systems.
• Record and track customer interactions and transactions accurately.
• Generate reports and analyse customer data to identify trends and opportunities for improvement.
• Liaise with cross-functional teams to coordinate service delivery and meet customer needs.
• Support the onboarding and training of new employees on internal systems and processes.
• Manage shared inboxes and process incoming correspondence.
• Schedule internal meetings and appointments as required.
• Identify opportunities to improve systems and processes that impact service quality and delivery times.
• Provide customer feedback and business insights to support continuous improvement initiatives.

Skills

Good communication

Attention to detail

Problem solving

Multitasking

Adaptability

Tools

Microsoft Office

CRM systems

Job description

IMServ Europe Ltd is seeking a Customer Service Administrator to act as the central link between the business and its customers, blending front-line support with back-office administration. You will ensure smooth communication, resolve issues, and maintain high customer satisfaction.

The role involves handling queries via email and live chat, escalating to specialists, updating CRM records, generating reports, and coordinating with cross-functional teams to deliver quality service.