Customer Service Administrator

At IMSERV, we're proud to be one of the UK's leading energy data and metering specialists. We deliver award-winning services to customers across the country, providing specialist metering technology for electricity, gas and water, alongside highly accurate energy data collection services.

About the Role

The Customer Service Administrator acts as the central link between a business and its customers, blending front-line customer support with vital back-office administration. Their primary goal is to ensure smooth communication, resolve issues efficiently, and maintain high levels of customer satisfaction.

Responsibilities

• Handle incoming customer queries, complaints, and requests via email and live chat across multiple operational areas.
• Escalate enquiries to the appropriate specialist teams for further investigation and resolution.
• Manage and resolve customer complaints in a timely and professional manner.
• Escalate complex issues to relevant departments or senior stakeholders when required.
• Support the resolution of contractual non-conformities through effective escalation and coordination.
• Champion customer requirements by maintaining a strong understanding of systems and processes to ensure issues are resolved effectively.
• Maintain accurate customer records and case notes within CRM systems.
• Record and track customer interactions and transactions accurately.
• Generate reports and analyse customer data to identify trends and opportunities for improvement.
• Liaise with cross-functional teams to coordinate service delivery and meet customer needs.
• Support the onboarding and training of new employees on internal systems and processes.
• Manage shared inboxes and process incoming correspondence.
• Schedule internal meetings and appointments as required.
• Identify opportunities to improve systems and processes that impact service quality and delivery times.
• Provide customer feedback and business insights to support continuous improvement initiatives.

What you'll need Knowledge & Qualifications

• Some knowledge of CRM systems is not essential but useful (*)
• Good working knowledge of the Microsoft Suite is essential.

Skills

• Good communication skills, both written and verbal with an ability to liaise with people at all levels.
• Excellent attention to detail.
• Have a pragmatic approach to problem solving using initiative and tenacity to succeed.
• The ability to juggle multiple tasks, prioritize workloads, and meet deadlines.
• Ability to be adaptive in a team where responsibilities and process frequently change.

Experience

• Previous experience of working within a similar role
• Experience of managing high volume customer queries.
• Experience in speaking to customers and having an assertive conversation regarding their account.
• Buy & sell annual leave scheme
• Up to a 10% bonus
• Enhanced salary sacrifice pension
• Life assurance (up to 6x salary*)
• Simply Health plan (with upgrade options)
• Car salary sacrifice scheme*

(
* Length of service and T&Cs apply)

Equal Opportunity Statement

At IMSERV, we're committed to building a team where everyone feels valued, respected and able to do their best work. We welcome applications from people of all backgrounds, experiences and communities. A diverse team brings fresh perspectives, strengthens collaboration and helps us deliver the best possible service to our customers.

If you're interested in the role but don't meet every single requirement, we'd still encourage you to apply.

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