Customer Experience Team Leader

Were a fast-growing utilities consultancy based in Shoreditch. Partnering with over 50 leading suppliers, we help businesses reduce their costs across energy, payments, telecoms, waste and water.

In order to make an application, simply read through the following job description and make sure to attach relevant documents.
As we scale, delivering a high-quality customer experience is critical to our success. Were now looking for a Customer Experience Team Leader to support, develop and elevate our Customer Liaison team.
The Role:
This is a hands-on leadership role responsible for managing the day-to-day performance of our Customer Liaison Advisors.
You will act as the bridge between customers, suppliers and internal teams, taking ownership of escalations and improving processes.
This role would suit someone with experience in utilities or a similar high-volume, customer-focused environment, who is confident leading a team.
What Youll Do:
Lead, coach, and develop a team of Customer Liaison Advisors, creating a high-performance and accountable team culture
Set clear expectations and KPIs, regularly reviewing performance and providing structured feedback and support
Act as the escalation point for complex customer issues, supporting your team to resolve challenges effectively
Support onboarding, training, and ongoing development of team members to improve capability and confidence
Oversee contract processing and submissions, ensuring accuracy, compliance, and deadlines are met
Identify recurring issues and implement process improvements to enhance team efficiency and customer experience
Ensure CRM accuracy, compliance and data protection standards are consistently maintained
Requirements:
Previous experience in a customer service, customer experience, or liaison role (essential)
Experience managing or mentoring a team in a fast-paced environment (essential)
Experience within utilities, energy, telecoms, or a similar brokerage environment (beneficial but not essential)
Strong understanding xwzovoh of handling complaints, escalations, and customer journeys end-to-end
Excellent communication and interpersonal skills, with the ability to manage difficult conversations
Highly organised with strong attention to detail, particularly around contracts and processes
Confident using CRM systems and Microsoft Office (Excel, Outlook, Word)
Benefits:
£35-40k basic (dependent on experience)
Supportive and collaborative team environment
Clear progression opportunities as the business continues to scale
Fun, sociable office environment in Shoreditch
Free gym membership, regular socials, and Christmas shutdown