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 Christmas shutdown.
- Other info: Exciting career progression opportunities as the company scales.
- Why this job: Make a real impact by improving customer journeys and driving team success.
- Qualifications: Experience in customer service and team management in a fast-paced environment.
About Us: We’re 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 seamless and high-quality customer experience is critical to our success. We’re now looking for a Customer Experience Team Leader to support and develop 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, improving processes, and driving a culture of accountability and continuous improvement. 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.
- Build strong relationships with suppliers and internal teams to ensure a smooth customer journey.
- 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 salary per year (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 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 growth and development. Our Customer Experience Team Leader role offers clear progression opportunities within a fun and sociable office atmosphere, complemented by benefits such as a competitive salary, free gym membership, and regular team socials, making us an excellent employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the utilities sector or related fields. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up in the application process.
✨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 articulating your experiences and how they align with the role.
✨Tip Number 3
Showcase your skills during the interview! Bring examples of how you've improved customer journeys or led teams in the past. This will help us see how you can make an impact as our Customer Experience Team Leader.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Customer Experience Team Leader
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let us know why you're passionate about customer experience. Share any relevant experiences that highlight your commitment to delivering top-notch service and how you can lead a team to achieve that.
Tailor Your CV and Cover Letter:Make sure to customise your CV and cover letter for the Customer Experience Team Leader role. Highlight your leadership skills and any experience in utilities or similar environments. We want to see how your background aligns with our needs!
Be Clear and Concise:Keep your application clear and to the point. Use bullet points where necessary to make it easy for us to read. We appreciate straightforward communication, especially when it comes to your achievements and skills.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at SwiftSwitch
✨Know Your Customer Experience Stuff
Make sure you brush up on your knowledge of customer experience principles, especially in the utilities sector. Be ready to discuss how you've handled escalations and improved processes in previous roles. This will show that you understand the importance of a seamless customer journey.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in fast-paced environments. Think about specific situations where you set clear expectations, provided feedback, or coached team members to success. This will demonstrate your ability to create a high-performance culture.
✨Be Ready for Role-Play Scenarios
Expect to face some role-play scenarios during the interview, especially around handling difficult customer conversations. Practise how you would approach these situations, focusing on empathy, problem-solving, and maintaining professionalism. This will highlight your communication skills and ability to manage escalations.
✨Understand the Company and Its Values
Do your homework on the company and its mission. Familiarise yourself with their partnerships and how they help businesses save costs. Being able to articulate why you want to work there and how you align with their values will make a strong impression.
