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 contract