At a Glance
- Tasks: Lead and develop a high-performing Customer Liaison team to enhance customer experience.
- Company: Fast-growing utilities consultancy based in vibrant Shoreditch.
- Benefits: Competitive salary, free gym membership, regular socials, and clear progression opportunities.
- Other info: Join a fun, sociable office culture 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 is essential.
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 Slough employer: SwiftSwitch
As a fast-growing utilities consultancy based in the vibrant area of Shoreditch, we pride ourselves on fostering a supportive and collaborative team environment that prioritises employee growth and development. With clear progression opportunities and a fun, sociable office culture, we offer our Customer Experience Team Leader not only a competitive salary but also unique benefits such as free gym membership and regular social events, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader in Slough
✨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 follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Experience Team Leader in Slough
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:Your cover letter is your chance to shine! Use it to showcase your passion for customer experience and how you can elevate our Customer Liaison team. Be sure to mention specific examples of how you've handled escalations or improved processes in the past.
Show Off Your Skills:Don’t forget to highlight your skills in CRM systems and Microsoft Office. We want to see that you're organised and detail-oriented, especially when it comes to contracts and compliance. Make it clear how these skills will benefit our team!
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. Plus, it shows you’re keen on joining our team!
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 your knowledge of customer experience best practices and be ready to discuss how you can elevate the Customer Liaison team.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about times when you’ve coached team members or resolved complex issues. This will demonstrate your ability to manage and develop a high-performance culture.
✨Be Ready for Role-Play
Expect to handle some role-play scenarios during the interview. Practice responding to difficult customer situations or escalations. This will show your problem-solving skills and how you can support your team in real-life situations.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s approach to customer experience and team development. This shows your genuine interest in the role and helps you assess if the company culture aligns with your values.
