Job Description

1st Contact Resolution Supervisor - 12 month FTC

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 THE ROLE:

The1st Contact Resolution Supervisor is responsible for ensuring consistent delivery of high-quality service performance across CRM & CSE supported customers, while building strong, long-term relationships with customers to support end user retention & growth.

This role is pivotal in mentoring, developing, and motivating the team to achieve service excellence, ensuring continuous improvement in quality and customer satisfaction. The Supervisor acts as a role model, fostering a culture of learning, collaboration, and accountability, and serves as the first escalation point for operational issues.

MAIN RESPONSIBILITIES:

Provide day-to-day mentoring, and support to team members, focusing on skill development, knowledge sharing, and continuous improvement. Conduct regular quality reviews of customer interactions (calls, emails, chats) and provide constructive feedback to drive service excellence. Identify training needs and collaborate with the 1st Contact Resolution Manager to deliver targeted training sessions and workshops. Support the onboarding and integration of new team members. Timely and effective initial conversations regarding performance or conduct to support the 1st Contact Resolution Manager in the relevant management process. Monitor service performance metrics (SLAs, KPIs, resolution times) and proactively address areas for improvement. Assist the 1st Contact Resolution Manager in implementing process improvements and quality initiatives. Act as the primary escalation point for operational issues, ensuring timely and effective resolution. Act as a first-line escalation point for complex customer interactions. Prepare and deliver performance and quality reports to the 1st Contact Resolution Manager, highlighting trends and recommending actions. Support the 1st Contact Resolution Manager in recruitment activity Lead regular quality calibration sessions with the team and 1st Contact Resolution Manager to ensure consistency in service delivery. Gather and analyse customer feedback, identifying opportunities to enhance the customer experience. Support the 1st Contact Resolution Manager in driving continuous improvement initiatives and embedding best practices across the team.

PERSON SPECIFICATION:

Strong coaching, mentoring, and communication skills. Pragmatic approach to problem-solving and continuous improvement. Adaptability in a dynamic team environment. Previous experience in a supervisory or team leader role. Experience in quality assurance or coaching within a service environment is highly desirable. Experience in utilities, data collection, or energy metering sectors is an advantage. Good working knowledge of Excel and CRM systems. Understanding of customer service best practices and quality assurance principles.

COMPANY BENEFITS:

28 days annual leave plus Bank Holidays Annual leave Buy & Sell scheme Enhanced Salary Sacrifice Pension Contributions Up to a 10% yearly bonus 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 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, that our customers really look to us for.

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

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: 36,000.00-39,000.00 per year

Application question(s):

Do you have experience coaching and mentoring? Do you have experience in Quality Assurance? Are you happy to work in our office in Milton Keynes 2 days per week?
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Milton Keynes MK14 6LS