At a Glance
- Tasks: Lead a team to deliver exceptional customer experiences and drive continuous improvement.
- Company: Brook Green Supply, an independent B2B energy supplier with a focus on customer satisfaction.
- Benefits: Competitive salary, career development opportunities, and a supportive team environment.
- Other info: Join a company committed to equality and respect in the workplace.
- Why this job: Make a real impact by enhancing customer relationships and leading a high-performing team.
- Qualifications: Experience in managing customer relationships and leading teams, with strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Brook Green Supply is an independent B2B energy supplier.
The Customer Experience Team Lead is responsible for managing the Customer Relationship teams, focussing on delivering a high-quality experience for customers while driving team performance and continuous improvement.
This Leader will develop high-performing teams to deliver timely, high-quality customer outcomes.
They will manage the delivery of the key account direct customer experience end-to-end, support their team to anticipate and manage expectations, whilst ensuring consistent delivery against service commitments and performance.
The role is responsible for the delivery of our daily inbound and outbound activity across all channels, maintaining balanced distribution of workloads across the team.
They will be a naturally confident people leader with a strong coaching background and able to foster a proactive and accountable team culture, alongside the desire to personally engage with customers.
Working closely with stakeholders, SLA adherence and effective handling of complex or escalated cases will also be a focus to ensure a high standard of customer experience is maintained across all interactions.
Essential Functions of the Job
- Oversee day-to-day operations, ensuring effective workload management, SLA adherence, and timely resolution of customer queries, complaints, and escalations, with direct involvement in complex or high-risk cases.
- Lead, coach, and develop the team through structured training plans, regular 1:1s, and performance reviews, fostering a high-performing, customer-focused culture.
- Build and maintain strong relationships with customers and internal stakeholders, acting as the key link between the Teams and the wider business to resolve issues quickly and improve overall service delivery.
- Maintain full oversight of customer accounts, ensuring accuracy, compliance, and efficient management across billing, payments, and customer data, while proactively identifying risks and opportunities for improvement
- Monitor performance, quality, and service metrics, using reporting and insight to drive continuous improvement, inform decision-making, and identify training needs.
- Collaborate across the business to implement system and process improvements, ensuring changes are aligned to operational needs and enhance customer experience.
- Support recruitment and talent development, ensuring the team is equipped to deliver against both operational and relationship management expectations.
Skills and Experience Required
- Experience managing relationships with premium or high-value customers
- CRM & billing systems knowledge (Hub Spot, Junifer, Optimus)
- Strong People Leader experience (preferable)
- Excellent attention to detail
- Efficient problem solving and resolution
- Numerate with good analytical skills
- Previous experience in managing a team (preferable)
- Excellent verbal and written communication skills.
- Able to prioritise and manage the workload of yourself and others
CFP Energy is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants.
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