At a Glance
- Tasks: Lead a team to enhance customer experience and resolve complex queries.
- Company: Independent B2B energy supplier focused on high-quality service.
- Benefits: Competitive salary, bonus, and opportunities for professional growth.
- Other info: Enjoy a dynamic work environment with low inbound call volumes.
- Why this job: Make a real impact in a people-first leadership role.
- Qualifications: Experience in customer service and team management required.
The predicted salary is between 43000 - 45000 £ per year.
Location: London
Salary: £43,000–£45,000 depending on experience + 10% bonus
Hours: Full Time | Monday to Friday | 8:00am – 5:00pm
Contract: Permanent
About the Company
Our client is an independent B2B energy supplier operating in the commercial sector. They work with businesses across the UK, delivering energy solutions and high-quality customer service on complex, consumption-based contracts.
The Role
This is a people-first leadership role at the heart of the customer experience function. As Client Experience Team Lead, you will manage a small CRS (Customer Relationship Support) team, acting as the escalation point for complex queries, driving performance, and continuously improving how the business serves its customers. This is not a contact centre environment. Inbound volumes are low (≈200 calls per month) but the work is detailed and high-stakes — dealing with commercial energy contracts, meter reads, consumption queries, and complaint resolution.
Key Responsibilities
- Lead, coach and develop a team of four (including one apprentice) through regular 1:1s, feedback sessions and performance reviews
- Act as the escalation point for complex, sensitive or high-risk customer cases
- Oversee inbound and outbound communications, ensuring SLA adherence and balanced workloads
- Manage end-to-end complaint handling, ensuring fair, consistent and well-documented outcomes
- Drive weekly KPI reporting on call metrics, SLAs, quality and upskill training to present to the wider business
- Manage and implement system and process changes, including a new telephony system rollout and HubSpot CRM updates
- Oversee the onboarding process for new customers, ensuring a smooth and professional transition
- Collaborate cross-functionally to resolve issues and drive continuous improvement
- Support recruitment activity, contributing to candidate selection to build and maintain a high-quality team
Customer Experience Team Lead employer: E1 Partners
Our client is an excellent employer, offering a supportive and people-first work culture that prioritises employee development and growth. Located in London, this independent B2B energy supplier provides a unique opportunity to lead a dedicated team in a low-volume, high-stakes environment, ensuring meaningful engagement with customers while enjoying competitive benefits including a salary of £43,000–£45,000 plus a 10% bonus. With a focus on continuous improvement and collaboration, employees are empowered to make impactful contributions to the business and their own professional journeys.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Lead
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Customer Experience Team Lead role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and customer service. We recommend doing mock interviews with friends or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your skills! When you get the chance to meet potential employers, bring along examples of your past successes in managing teams and improving customer experiences. Real-life stories can make a huge impact!
✨Tip Number 4
Don't forget to apply through our website! We’ve got loads of opportunities that might just be the perfect fit for you. Plus, it’s a great way to ensure your application gets seen by the right people.
We think you need these skills to ace Customer Experience Team Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Experience Team Lead role. Highlight your leadership experience and any relevant achievements in customer service to grab our attention!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can lead a team effectively. Be genuine and let your personality come through.
Showcase Your Problem-Solving Skills:In this role, you'll be dealing with complex queries and complaints. Share examples in your application of how you've successfully resolved challenging situations in the past. We love seeing your thought process!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at E1 Partners
✨Know Your Stuff
Make sure you understand the ins and outs of customer experience, especially in a B2B context. Brush up on energy sector specifics and be ready to discuss how you've handled complex customer queries in the past.
✨Showcase Your Leadership Skills
As a Client Experience Team Lead, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've coached team members or resolved conflicts, and be ready to discuss your approach to performance management.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like handling a high-stakes complaint or managing workload during peak times. Think through your responses and have a few scenarios prepared that highlight your problem-solving skills.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions about the company culture, team dynamics, or upcoming projects. This shows your genuine interest in the role and helps you gauge if it’s the right fit for you.
