Job Description

Job Overview

The Customer Care Executive acts as the first point of contact for end users and partner customers, handling verbal and written queries, complaints, and complex issues within operational and contractual performance levels. The role involves proactive outbound communication, resolution of contractual non-conformities, first-line support for customer queries, and ensuring service levels and agreements are met. The executive is also expected to identify and recommend system and process enhancements to improve service quality and timeliness.

Key Duties & Responsibilities

Customer Interaction & Query Resolution

Handle incoming live chats, emails, and occasional phone calls within agreed SLAs. Aim to resolve most queries at first contact, including complex issues. Manage CRM queries for smaller clients and provide non-account-specific reporting. Resolve customer complaints and internally/externally escalated complex queries promptly. Work with credit control to reduce aged debt.

Service Improvement & Feedback

Provide customer feedback and insights to drive process improvements. Champion customer requirements throughout their contract by maintaining comprehensive knowledge of IMServ systems and processes. Proactively resolve issues to ensure outstanding work is within agreed targets.

Collaboration & Support

Support colleagues on complex queries by sharing skills and knowledge. Work closely with other teams to ensure high-quality service and meet service levels. Produce and update procedural documentation for new and amended services.

Ownership & Accountability

Take full ownership of issues to ensure timely and effective resolution. Prioritise and manage workload to meet team and industry timescales. Identify own development needs and create a development plan.

Operational Tasks

Log and process Change of Tenancies. Work with internal sales teams. Manage a range of billing, metering, data, and customer service enquiries.
Job Types: Full-time, Permanent

Pay: 25,000.00-27,000.00 per year

Benefits:

Additional leave Bereavement leave Company pension Cycle to work scheme Employee discount Employee mentoring programme Flexitime Free flu jabs Health & wellbeing programme Life insurance On-site parking Paid volunteer time Referral programme Sick pay Store discount Work from home
Work Location: Hybrid remote in Milton Keynes MK14 6LS