Quality and Assurance Coach

IMSERV; Milton Keynes; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading energy services provider in Milton Keynes seeks a dedicated individual to enhance service delivery through coaching, quality management, and customer support. Responsibilities include managing workflows to meet contractual obligations and conducting quality checks, ensuring exceptional service levels. Ideal candidates should possess strong communication skills and a proactive approach to problem-solving. This role offers a supportive team environment with excellent company benefits.

Benefits

28 days annual leave plus Bank Holidays

Annual leave Buy & Sell scheme

Enhanced Salary Sacrifice Pension Contributions

Life Assurance up to 6 X Base Salary

Healthcare plan

Social events

Retailer Discounts Platform

Employee Assistance Program

Wellbeing Centre

Car Salary Sacrifice Scheme

Reward & Recognition

Qualifications

• Experience in delivering coaching and mentoring.
• Good communication skills to convey concepts clearly.
• Ability to work effectively under pressure.

Responsibilities

• Manage workload to meet quality and timeline standards.
• Conduct regular quality checks and reporting.
• Produce and update procedural documentation.
• Support team leaders in resolving complex queries.

Skills

Coaching experience

Written and spoken English

Microsoft Office proficiency

System literacy

Problem-solving skills

Time management

Customer focus

Ability to influence

Job description

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.

Purpose Of Role

• 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.
• 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 escal…
• 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.

Person Specification

Technical Skills Desirable

• Experience of coaching.

Skills & Experience

• Good level of written and spoken English.
• 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 customers 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.

Company Benefits

• 28 days annual leave plus Bank Holidays.
• Annual leave Buy & Sell scheme.
• Enhanced Salary Sacrifice Pension Contributions.
• Life Assurance up to 6 X Base Salary.
• Simply health Healthcare plan (Upgrades available).
• 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 UK’s leading and growing energy data collection and meter operations service provider.

Diversity and inclusion have long been at the heart 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.