Quality and Assurance Coach

Imserv Europe Ltd; Milton Keynes; On-site; GBP 30,000 - 33,000; Full time

Job summary

A leading energy data services provider located in Milton Keynes is seeking a skilled individual to manage workload and enhance service delivery. Responsibilities include process improvement, supporting team leaders, and ensuring customer satisfaction. Candidates should have experience with Microsoft Office and strong communication skills. The company values diversity and aims to promote an inclusive workplace. A competitive salary of £30,000 - £33,000 per annum is offered for this full-time role.

Qualifications

• Experience of coaching is desirable.
• A high level of computer and system literacy.
• Able to work in a complex environment with conflicting demands.

Responsibilities

• Suggest and implement process improvements.
• Manage own workload ensuring all tasks are completed on time.
• Support Team Leaders and Customer Event Managers with reporting.

Skills

Proven experience using Microsoft office packages

Clear communication skills

Customer focused

Good problem-solving skills

Ability to influence and motivate

Job description

Responsibilities

• Suggest and implement process improvements where required.
• Provide technical advice and guidance to the Team Leaders and Customer Event Managers.
• To provide coaching and support within the Service Delivery team to ensure that quality standards are met.
• Build and maintain relationships with other internal and external operational functions to deliver a cohesive end-to-end operational service.
• Identify system and process enhancements that are impacting the quality and timeliness of our services and make recommendations to manager to resolve these.
• Support training and provide coaching to ensure services are delivered in line with customer expectations and company goals.
• Support the other departments in dealing with customer queries / escalations and complaints.

Main 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.
• Ensure timely, effective resolution of issues with the ability to solve the majority of them without the need to elevate.
• 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.

Technical Skills Desirable

• Experience of coaching

Skills & Experience

• 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.
• Ability to influence and motivate.

About IMServ Europe Ltd

MK14, Great Linford, Milton Keynes • £30,000 - £33,000 / annum (Contract)

IMServ is one of the UK's 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. 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. Our people are our main asset. We strive to keep them happy, competitive and fulfilled – helping to propel our business forward and ensuring we remain customer‑centric and competitive. We are proud to remain the UK's leading and growing energy data collection and meter operations service provider. Diversity and inclusion have long been at the heart of IMServ's 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 and the attributes our customers truly value.

(Please note that we reserve the right to close this position before the expiry date)