At a Glance
- Tasks: Lead a team to ensure smooth customer onboarding and offboarding processes.
- Company: Join Brook Green Supply, an independent energy supplier focused on customer service.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Other info: Be part of a company that values equality and respect in the workplace.
- Why this job: Make a real impact on customer experiences in the energy sector.
- Qualifications: Experience in team leadership and customer service, preferably in the energy industry.
The predicted salary is between 38250 - 46750 £ per year.
Brook Green Supply (BGS) is an independent energy supplier, providing energy supply solutions to industrial and commercial consumers.
By working with large energy consumers, BGS provides a high degree of specialism and focus to customers.
Reporting to the Operations Manager, the Customer Lifecycle Team Lead will manage the team responsible for onboarding customers from account setup through to first bill and managing the offboarding of customers from the deemed portfolio.
Working within Operational Services, you will act as the key link between Operational Services, Sales, Billing and Customer Operations.
The role is focused on a smooth, commercially sound and well-controlled customer journey from initial service set-up through to exit, while driving continuous improvement across both processes.
Essential Functions of the Job
- Lead, manage and develop the Customer Lifecycle Team Lead, setting clear objectives and monitoring performance against agreed service levels.
- Own the onboarding process from service set-up through to first bill, ensuring a smooth and timely customer experience with complete and accurate data.
- Work with the wider business to ensure registered supplies go live on schedule, producing required reporting and escalating objections or issues for resolution.
- Ensure Vendor Questionnaires and Portals are identified and completed at the earliest opportunity to prevent late payment, maintaining a central repository for responses.
- Manage assessment of the deemed customer portfolio and lead offboarding to alternative suppliers, balancing customer outcomes, credit risk and bad debt prevention.
- Liaise with the Direct Sales channel to identify potential target-market opportunities from the deemed portfolio.
- Oversee accurate appointment of Direct Agents, including MS and DS arrangements, working with Settlements to ensure metering and data agents are reflected accurately in contract and billing records.
- Build and maintain strong working relationships with Sales, Billing and Customer Operations to resolve cross-departmental issues and support a joined-up customer journey.
- Champion continuous improvement across onboarding and offboarding processes, identifying inefficiencies and implementing changes that improve quality, speed and customer experience.
- Act as the team subject matter expert for Hub Spot and Optimus Customer & Business, identifying process and reporting improvements and working with Tech and Change to implement them.
- Maintain a strong working knowledge of Junifer to support account set-up, billing queries and data accuracy across the customer lifecycle.
- Monitor and report on team performance, volumes and risk indicators, including deemed portfolio exposure and onboarding delays, to senior management.
- Support the wider Operational Services team as required.
Skills & Experience Required
- Proven experience leading or supervising a team in an operational, customer service or utilities environment.
- Energy sector experience is desirable, especially within industrial and commercial supply or customer operations.
- Strong understanding of continuous improvement principles, with a track record of identifying and implementing practical process improvements.
- Excellent commercial awareness, with sound judgement in managing offboarding, preventing bad debt and assessing customer or credit risk.
- Good working knowledge of Hub Spot, with the ability to identify gaps and suggest practical improvements.
- Working knowledge of Junifer or a similar billing or CRM platform used in energy or utilities.
- Understanding of metering and data agent arrangements, including MS, MAM and DS, with awareness of Market-wide Half Hourly Settlement changes.
- Excellent written and verbal communication skills, with the confidence to liaise with internal departments and external stakeholders, including customers, brokers and managing agents.
- Highly organised, with the ability to manage competing priorities and lead a small team through a varied and evolving workload.
- Able to use reporting and operational data to identify risks, track service levels and support management decision-making.
Brook Green Supply 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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Customer Lifecycle Team Lead in London employer: Brook Green Supply
Brook Green Supply is an exceptional employer that fosters a dynamic and inclusive work culture, providing employees with the opportunity to make a tangible impact in the energy sector. With a strong focus on professional development, team collaboration, and operational excellence, employees can expect to grow their expertise in energy trading and risk management while enjoying a supportive environment that values innovation and efficiency. Located in a vibrant area, the company offers unique advantages such as access to industry leaders and a commitment to equal opportunities for all.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Lifecycle Team Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Brook Green Supply. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Brook Green Supply before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Lifecycle Team Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Brook Green Supply:Your cover letter is your chance to shine! Tell us why you want to work at Brook Green Supply specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Brook Green Supply!
How to prepare for a job interview at Brook Green Supply
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
