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 a supportive team atmosphere.
- 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.
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.
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.
Responsibilities
- 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 in London 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. With clear progression opportunities, a fun office culture, and benefits like free gym membership and regular socials, we are committed to ensuring our team thrives while delivering exceptional customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader in London
✨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 and scenarios specific to customer experience roles. We recommend role-playing with a friend or using online resources to get comfortable discussing your leadership style and how you handle escalations.
✨Tip Number 3
Showcase your skills through real-life examples. When you get the chance to speak with potential employers, highlight your past experiences in managing teams and improving customer journeys. This will demonstrate your fit for the Customer Experience Team Leader role.
✨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 and contributing to our mission of delivering top-notch customer experiences.
We think you need these skills to ace Customer Experience Team Leader in London
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, especially in fast-paced environments like utilities or telecoms.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer experience. Share specific examples of how you've led teams or improved processes in previous roles, and show us how you can bring that expertise to our team.
Showcase Your Communication Skills:Since this role involves managing difficult conversations, make sure your application reflects your strong communication skills. Use clear and concise language, and don’t shy away from sharing how you've successfully handled escalations in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you’re considered for the role as quickly as possible!
How to prepare for a job interview at SwiftSwitch
✨Know Your Stuff
Before the interview, make sure you understand the utilities sector and the specific challenges customers face. Brush up on common customer service scenarios and think about how you would handle escalations. This will show that you're not just interested in the role but also knowledgeable about the industry.
✨Showcase Your Leadership Skills
As a Customer Experience Team Leader, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully coached team members in the past, and be ready to discuss your approach to setting KPIs and providing feedback. This will highlight your leadership style and commitment to team success.
✨Be Ready for Role-Play
Expect some role-play scenarios during the interview where you might have to handle a difficult customer or resolve a complex issue. Practise these situations beforehand so you can showcase your problem-solving skills and ability to remain calm under pressure. It’s all about demonstrating your customer-centric approach!
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the company culture, the team dynamics, and how they measure success in the Customer Liaison team. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
