Customer Experience Team Leader

Customer Experience Team Leader About Us: We’re 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. As we scale, delivering a seamless and high-quality customer experience is critical to our success. We’re now looking for a Customer Experience Team Leader to support and develop 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, improving processes, and driving a culture of accountability and continuous improvement. This role would suit someone with experience in utilities or a similar high-volume, customer-focused environment, who is confident leading a team. What You’ll 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 Build strong relationships with suppliers and internal teams to ensure a smooth customer journey 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 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 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 salary per year (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