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Customer Relationship Manager

Schneider Electric

Milton Keynes, United Kingdom

At IMServ, we help our customers use energy better. Our people retrieve energy data from some of the UK’s largest energy consuming organisations. The industry relies on the information our people produce to trade, bill and understand billions of pounds of energy each year. Our specialist services, operated by our experts, deliver tangible energy, carbon and cost savings to our customers by giving access to data intelligence on ‘how’, ‘when’ and ‘where’ energy is used.

We need great people to help us do this. We care about the things you do: being open and trustworthy, delivering our promises, positive customer engagement, being trusted experts and taking ownership.

IMServ makes a real investment in people, offering a challenging but supportive environment, allowing employees to stretch, grow and develop. In terms of career progression, the availability of a comprehensive training programme ensures the only limits are your own drive to succeed.

With varied roles from technical support specialists and field engineers to sales and customer care our collaborative approach creates a holistic ‘I want to work here’ environment. Our open and honest two-way communication underpins cross functional team work and allows every staff member to contribute to the company vision.

We recognise the importance of a work/life balance by actively focusing on employee health, wellbeing and engagement as well as our social and environmental responsibilities. IMServ proactively measures employee engagement and were delighted to achieve 90% in our recent internal survey.

IMServ want our people to feel valued, empowered and recognised for their contribution to the team working towards a common goal.

The Both Customer Channels require a dedicated team player to join the Customer Delivery team. The Customer Relations Managers will join enthusiastic and professional teams to deliver friendly, flexible and exceptional service to our customers according to key metrics.

Key areas of responsibility include:
·Instill a proactive, friendly and knowledgeable mind-set to deliver quality services to our customers.
·Deliver efficient and consistent service through policy, procedures and training.
·Pro-active management of customer portfolios and queries to ensure a consistent and high level of service in accordance with the customer specific SLA’s and to ensure all service lines are met that leads to customer satisfaction, retention and growth.
·Manage and understand the expectations of the customer and to ensure service lines are adhered to through good industry knowledge.
·Aid in the resolution of any contractual non-conformity through escalation and assistance.
·Monitor report and manage each customer’s operational and contractual performance.
·Organise and attend customer meetings when required, ensuring all agenda’s and minutes are provided.
·Work directly with the Account Managers to support contract extensions, site additions and renewal initiatives.
·Proactively resolve issues for the company and the customer to ensure outstanding work is within agreed targets.
·Ensure the customer’s invoice accurately reflects the chargeable services provided to the customer enabling no challenges to payments from customers.

Qualifications

Experience of working within the Utilities sector is essential
Commercially minded, a good negotiator and strong influencing skills
A professional communicator, displaying the correct image at any level
Customer focused; is able to identify and respond to customer’s needs
Good problem solving skills, able to grasp problems quickly and draw informed conclusions
Able to work in a complex environment with conflicting demands
Anticipates issues and is pro-active in dealing with them
Can manage own time to meet daily requirements
Flexible, willing and able to cope with change with the ability to work underpressure
Positive and enthusiastic with a can do attitude
Conscientious, accurate and diligent
Good level of written and spoken English
Good level of Microsoft office packages (Excel, Word, etc)
A high level of computer and system literacy (able to use multiple systems to complete a process)
Previous customer service experience
Sound commercial and financial awareness
Good knowledge of process management and improvement activities

Diversity is our heritage and our future. Be a part of it.


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