Customer Service Agent

Company Overview

IMS is a world-leading connected insurance and telematics provider, delivering services, analytics, and technology to insurers, governments, and enterprises. We are a globally distributed team united by a shared mission: using data as a force for good to make driving Safer. Smarter. Greener.

We believe the best solutions come from the intersection of different ideas. At IMS, we take an inclusive approach to how we build, deliver and commercialise our technology. If you're passionate about technology that has a real-world impact, we'd love to hear from you.

Job Purpose:

The Customer Service Agent is responsible for ensuring IMS products are delivered to consumers, remain operational, and provide accurate tracking and risk management data. This role also handles direct customer queries via ticketing systems, troubleshooting technical issues, and ensuring service levels (SLAs) are met.

Key Responsibilities: Customer Support & Issue Resolution

• Respond to and resolve customer inquiries via ticketing systems, ensuring timely and professional communication.
• Ensure IMS devices installed in customer vehicles are correctly associated with user details by liaising with engineering teams and reviewing control reports.
• Identify and troubleshoot issues with IMS devices, performing over-the-air fixes or arranging service calls when necessary.
• Review customer data to ensure event, journey, and risk management scores are accurate, addressing any discrepancies.

Product Monitoring & Data Validation

• Conduct routine checks and audits to verify IMS devices are functioning correctly and providing reliable data.
• Maintain up-to-date log files and management information (MI), escalating potential concerns to team management.
• Raise any device performance issues or customer concerns to management for further escalation.

Operational Support

• Ensure all customer orders and device installations are processed correctly through IMS systems.
• Contribute to maintaining smooth office operations, ensuring workspaces remain organised and functional.

Essential Qualifications & Experience

• Strong written and verbal communication skills to engage effectively with customers and internal teams.
• Ability to work under pressure and meet deadlines in a fast-paced environment.
• Strong organisational skills, ensuring all customer interactions and operational tasks are managed effectively.
• Ability to handle sensitive and confidential information professionally.
• Capable of working independently with limited supervision.

Bonus Qualifications:

• Previous experience in a customer service role, particularly in a technical or operational environment.
• Ability to interpret and analyze statistical information and trends, with strong attention to detail and accuracy.

Other Contextual Information:

• Office-based role with required availability between 8:00 AM and 5:00 PM GMT to align with UK operational hours.
• Some flexibility may be required for escalations or critical customer issues.

• Flexible remote working options - Let us know how you work best.
• Flexible holiday scheme (unlimited vacation) - to really make the most of your time and wellbeing.
• Work From Anywhere policy - work almost anywhere in the world for 30 days per year.
• Health & family benefits - including health coverage, an employee assistance program and an enhanced parental leave package.
• Death in Service Protection - financial protection for you and your loved ones.
• Personal and professional development - opportunities to grow, learn and achieve your goals.
• Innovation & technology - Access to the latest tools or dedicated R&D days to explore new ideas and skills.

Why Join Us:

• Flexible remote working options - Let us know how you work best.
• Flexible holiday scheme (unlimited vacation) - to really make the most of your time and wellbeing.
• Work From Anywhere policy - work almost anywhere in the world for 30 days per year.
• Health & family benefits - including health coverage, an employee assistance program and an enhanced parental leave package.
• Death in Service Protection - financial protection for you and your loved ones.
• Personal and professional development - opportunities to grow, learn and achieve your goals.
• Innovation & technology - Access to the latest tools or dedicated R&D days to explore new ideas and skills.

Join us as we continue to shape the future of mobility.

At IMS, we are proud to be a diverse, disability-friendly, and inclusive workplace. We believe innovation thrives through diversity of thought, background, and experience. If you're passionate about what we're building and feel you could make a meaningful contribution - we strongly encourage you to apply. IMS is an equal opportunity employer, and we are committed to creating a supportive environment where everyone can thrive. For any questions or require any special accommodations, reach out to your recruiter during the interview process.

As part of our recruitment process, we may use artificial intelligence (AI)-enabled tools to assist with the screening and assessment of applications. Any information generated through these tools is reviewed by qualified members of our hiring team, and all hiring decisions are made with human oversight.