At a Glance
- Tasks: Lead a dynamic team to enhance customer experience in the energy sector.
- Company: Independent B2B energy supplier with a people-first culture.
- Benefits: Competitive salary, bonus, comprehensive training, and career growth.
- Other info: Join a fast-moving team with opportunities for professional development.
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: Proven people management and customer service experience, ideally in B2B.
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
Skills & Experience
- Proven people management experience — coaching, developing and holding a team to a high standard
- Background in customer service, ideally within energy, utilities or a related B2B environment
- Strong complaint handling and escalation management skills
- Comfortable working with CRM systems (HubSpot desirable) and telephony platforms
- Confident in KPI reporting and data analysis using Excel and PowerPoint
- Excellent written and verbal communication skills
- Highly organised with strong attention to detail
- Proactive, solutions-focused and able to adapt to a changing environment
- Degree or master's level education desirable — though strong industry experience equally considered
What's on Offer
- £43,000–£45,000 salary depending on experience
- Comprehensive training and onboarding in the energy sector
- A collaborative, people-first culture with genuine scope to make an impact
- Permanent role with a fast-moving, engaged hiring team
Customer Experience Team Lead in London employer: E1 Partners
Our client is an exceptional employer, offering a collaborative and people-first culture that prioritises employee development and engagement. As a Customer Experience Team Lead in London, you will benefit from comprehensive training in the energy sector, a competitive salary with a bonus structure, and the opportunity to make a meaningful impact within a small, dedicated team. With a focus on high-quality customer service and a supportive work environment, this role provides a unique chance to grow professionally while contributing to the success of a leading independent B2B energy supplier.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in the energy sector or those who work at companies you're interested in. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience and team leadership. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've handled complex customer queries or led a team. We love seeing real-life experiences that highlight your problem-solving abilities!
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Experience Team Lead in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Client Experience Team Lead. Highlight your people management experience and any relevant background in customer service, especially in the energy or B2B sectors.
Craft a Compelling Cover Letter:Use your cover letter to showcase your passion for customer experience and leadership. Share specific examples of how you've successfully managed teams and handled complex customer queries in the past.
Showcase Your Skills:Don’t forget to mention your familiarity with CRM systems like HubSpot and your ability to analyse data using Excel. These skills are crucial for the role, so make them stand out!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
How to prepare for a job interview at E1 Partners
✨Know Your Stuff
Make sure you understand the energy sector and the specific challenges it faces. Brush up on B2B customer service principles, especially in relation to complaint handling and escalation management. This will show that you're not just interested in the role, but that you’re genuinely invested in the industry.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you coached someone through a tough time or improved team performance. Be ready to discuss your approach to managing a small team and how you would handle complex customer queries.
✨Be Data Savvy
Since the role involves KPI reporting and data analysis, brush up on your Excel and PowerPoint skills. Prepare to discuss how you've used data to drive improvements in customer service or team performance. Being able to talk numbers will definitely impress them!
✨Ask Thoughtful Questions
At the end of the interview, have some insightful questions ready. Ask about the company's approach to continuous improvement or how they measure success in the customer experience team. This shows that you’re thinking ahead and are genuinely interested in contributing to their goals.
