About the Company 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 purpose of this role is to support the delivery of a high-quality, efficient, and customer-focused service by driving operational excellence and continuous improvement. This includes identifying and implementing process improvements, providing technical advice and guidance to Team Leaders and Customer Event Managers, and coaching the Service Delivery team to ensure quality standards are consistently met. The role also involves building and maintaining strong relationships with internal and external operational teams to deliver a seamless end-to-end service, proactively identifying system and process issues impacting service quality and timeliness, and making recommendations to management to resolve these. In addition, the role supports training and development initiatives to ensure services are delivered in line with customer expectations and company objectives, while assisting other departments with customer queries, escalations, and complaints as required. 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