At a Glance
- Tasks: Lead customer service efforts and ensure exceptional experiences for energy customers.
- Company: Fast-growing energy supplier in the UK with an inclusive culture.
- Benefits: Competitive salary, generous pension, 25 days leave, and health support.
- Other info: Join a supportive team with ongoing training and great social events.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Experience in customer service and processing refunds; strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
As one of the fastest growing Energy Suppliers in the UK, we are looking to recruit a Customer Experience Lead based at our offices in Guiseley. Reporting to the Customer Services Manager, the Customer Experience Lead is responsible for delivering exceptional customer service to energy customers while ensuring accurate management of customer refunds, maintaining quality assurance standards, and providing operational support during management absence. At UGP, we aim to attract people from diverse backgrounds to build on our inclusive culture. We welcome applications from everyone regardless of age, race, gender, religion or beliefs, disability, gender identity or sexual orientation.
Responsibilities
- Act as a primary point of contact for customer enquiries via telephone, email and LiveChat.
- Deliver a professional, empathetic, and solution-focused customer experience.
- Resolve customer queries efficiently and within agreed service levels.
- Identify opportunities to improve customer journeys and processes.
- Drive and promote NPS within team.
- Investigate and resolve refund-related queries, discrepancies, and disputes.
- Verify customer account balances and supporting documentation before authorising refunds.
- Maintain accurate records of refund transactions and audit trails.
- Monitor refund volumes and identify trends, risks, or process improvements.
- Liaise with Finance and other departments to ensure timely completion of refund requests.
- Ensure compliance with industry regulations, internal controls, and financial governance requirements.
Quality Assurance (QA) Checking
- Conduct quality assurance reviews of customer interactions, account updates, and operational processes.
- Assess compliance with company policies, industry regulations, and customer service standards.
- Provide constructive feedback and coaching recommendations to colleagues.
- Identify recurring quality issues and support corrective action plans.
- Maintain QA records and reporting documentation.
- Support continuous improvement initiatives by analysing quality trends and customer feedback.
- Assist in the development and maintenance of quality assurance frameworks and standards.
Management Cover & Operational Support
- Provide leadership support during periods of Customer Service Manager absence.
- Act as a point of escalation for customer and operational issues.
- Support daily workflow management and work allocation across the team.
- Monitor service levels and operational performance metrics.
- Support onboarding and mentoring of new team members.
The Individual
- Experience in a customer service or customer experience environment.
- Experience processing customer refunds or financial transactions.
- Experience conducting quality assurance checks or compliance reviews.
- Strong understanding of customer service best practices.
- Handling escalated queries and challenging customer conversations.
- Proficiency in Microsoft Office applications and customer management systems.
- Experience within the energy, utilities, or regulated services sector.
- Knowledge of energy industry regulations and customer obligations.
- Experience providing team leadership or supervisory support.
- Understanding of billing, metering, and energy account management processes.
Skills and Competencies
- Excellent verbal and written communication skills.
- Strong attention to detail and accuracy.
- Analytical and problem-solving abilities.
- Ability to make sound decisions and exercise good judgement.
- Strong organisational and time-management skills.
- Ability to manage competing priorities and workloads.
- Coaching and feedback delivery skills.
- Resilience and professionalism when handling complex customer situations.
- Collaborative team player with leadership potential.
Join The Team
- Excellent salary based on your experience.
- Excellent Pension scheme with 8% employer contribution.
- 25 days annual leave (plus Bank Holidays).
- Long-Term Service Benefit – Receive an additional day of annual leave every 5 years.
- Holiday Purchase Scheme – Buy up to 5 additional days of leave per year.
- Ongoing training & guidance provided.
- A great working environment with a real team spirit.
- Company social events.
- Health & Wellbeing program with GP consultations, mental health support and discounted gym memberships.
- Cycle to Work Scheme.
Customer Experience Lead in Guiseley employer: RGIT Australia
At UGP, we pride ourselves on being one of the fastest growing Energy Suppliers in the UK, offering a vibrant and inclusive work culture in Guiseley. As a Customer Experience Lead, you will benefit from an excellent salary, a generous pension scheme, and 25 days of annual leave, alongside opportunities for professional growth through ongoing training and a supportive team environment. Our commitment to employee wellbeing is reflected in our health programmes and social events, making UGP an exceptional place to build a rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in Guiseley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RGIT Australia. 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 RGIT Australia 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 Experience Lead in Guiseley
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 RGIT Australia:Your cover letter is your chance to shine! Tell us why you want to work at RGIT Australia 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 RGIT Australia!
How to prepare for a job interview at RGIT Australia
✨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.
