At a Glance
- Tasks: Lead and develop a high-performing Customer Liaison team to enhance customer experience.
- Company: Fast-growing utilities consultancy based in Shoreditch with a vibrant culture.
- Benefits: Competitive salary, free gym membership, regular socials, and clear progression opportunities.
- Other info: Join a fun, sociable office with excellent career growth potential.
- Why this job: Make a real impact by improving customer experiences in a dynamic environment.
- Qualifications: Experience in customer service and team management in a fast-paced setting.
The predicted salary is between 35000 - 40000 £ per year.
We are a fast-growing utilities consultancy based in Shoreditch. Partnering with over 50 leading suppliers, we help businesses reduce their costs across energy, payments, telecoms, waste and water.
As we scale, delivering a high-quality customer experience is critical to our success. We are now looking for a Customer Experience Team Leader to support, develop and elevate our Customer Liaison team.
The Role: This is a hands-on leadership role responsible for managing the day-to-day performance of our Customer Liaison Advisors. You will act as the bridge between customers, suppliers and internal teams, taking ownership of escalations and improving processes. This role would suit someone with experience in utilities or a similar high-volume, customer-focused environment, who is confident leading a team.
What You'll Do:
- Lead, coach, and develop a team of Customer Liaison Advisors, creating a high-performance and accountable team culture
- Set clear expectations and KPIs, regularly reviewing performance and providing structured feedback and support
- Act as the escalation point for complex customer issues, supporting your team to resolve challenges effectively
- Support onboarding, training, and ongoing development of team members to improve capability and confidence
- Oversee contract processing and submissions, ensuring accuracy, compliance, and deadlines are met
- Identify recurring issues and implement process improvements to enhance team efficiency and customer experience
- Ensure CRM accuracy, compliance and data protection standards are consistently maintained
Requirements:
- Previous experience in a customer service, customer experience, or liaison role (essential)
- Experience managing or mentoring a team in a fast-paced environment (essential)
- Experience within utilities, energy, telecoms, or a similar brokerage environment (beneficial but not essential)
- Strong understanding of handling complaints, escalations, and customer journeys end-to-end
- Excellent communication and interpersonal skills, with the ability to manage difficult conversations
- Highly organised with strong attention to detail, particularly around contracts and processes
- Confident using CRM systems and Microsoft Office (Excel, Outlook, Word)
Benefits:
- £35-40k basic (dependent on experience)
- Supportive and collaborative team environment
- Clear progression opportunities as the business continues to scale
- Fun, sociable office environment in Shoreditch
- Free gym membership, regular socials, and Christmas shutdown
Customer Experience Team Leader in Bexley employer: SwiftSwitch
As a fast-growing utilities consultancy based in the vibrant area of Shoreditch, we pride ourselves on fostering a supportive and collaborative work environment that prioritises employee development and progression. Our Customer Experience Team Leader role offers the opportunity to lead a dynamic team while enjoying benefits such as a competitive salary, free gym membership, and a fun office culture filled with regular socials. Join us to make a meaningful impact in a company that values your contributions and encourages growth as we scale our operations.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader in Bexley
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to customer experience. Think about how you would handle escalations or improve processes, as these are key aspects of the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our awesome team in Shoreditch!
We think you need these skills to ace Customer Experience Team Leader in Bexley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Experience Team Leader. Highlight your experience in customer service and any leadership roles you've had. We want to see how you can bring your skills to our team!
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 your background fits with our mission. Keep it engaging and personal – we love a bit of personality!
Showcase Relevant Experience:When filling out your application, focus on your experience in high-volume, customer-focused environments. Share specific examples of how you've handled escalations or improved processes – we want to know how you can elevate our Customer Liaison team!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it shows you're keen to join our team!
How to prepare for a job interview at SwiftSwitch
✨Know Your Stuff
Make sure you understand the utilities sector and the specific challenges customers face. Brush up on common customer issues and how to resolve them, as well as the company's values and mission. This will show that you're genuinely interested and prepared.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading teams. Prepare examples of how you've coached or developed team members in the past. Highlight any specific KPIs you've set and how you’ve helped your team achieve them.
✨Prepare for Escalation Scenarios
Think about complex customer issues you've handled before. Be prepared to walk through your thought process and how you resolved these situations. This will demonstrate your problem-solving skills and ability to manage difficult conversations.
✨Ask Insightful Questions
Prepare a few thoughtful questions about the company culture, team dynamics, and expectations for the role. This not only shows your interest but also helps you gauge if the company is the right fit for you.
