At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service.
- Company: Join Switch2, a leader in sustainable energy solutions.
- Benefits: Supportive environment with opportunities for development and progression.
- Other info: Collaborative culture focused on continuous improvement and innovation.
- Why this job: Make a real impact on sustainability while shaping customer service delivery.
- Qualifications: Experience in customer service and team leadership is essential.
The predicted salary is between 30000 - 40000 £ per year.
About Switch2
At Switch2, we’re helping customers and communities transition to more sustainable living through smart heat and energy solutions. As a trusted partner in the UK’s journey to net zero, we operate at the heart of the low‑carbon transition — and our Customer Operations team plays a key role in delivering that experience every day.
The Opportunity
We’re looking for a Customer Services Team Leader to lead and inspire a team delivering exceptional service across our customer base. This role goes beyond day-to-day management. You’ll play a key part in shaping the customer, driving team performance, and improving how we deliver service. You’ll bring together strong people leadership with operational control and a focus on continuous improvement, helping to reduce avoidable contact and create better outcomes for both customers and the business.
What You’ll Be Responsible For
- Leading and developing the team: You will lead, coach and develop a team of Customer Service Representatives, supporting them to deliver consistently high standards of service. This includes regular one-to-ones, ongoing coaching, and creating a culture of ownership and accountability. You will also support recruitment, onboarding and development, while maintaining a strong focus on team engagement and wellbeing.
- Delivering a high-quality customer experience: You will ensure all customer interactions across phone, email, webchat and social media are handled professionally and efficiently, with a focus on first‑time resolution. You’ll act as an escalation point for more complex or sensitive issues, including complaints, and ensure these are managed in line with policy and expectations. A key part of the role is identifying where the customer experience can be improved and taking action to drive those changes.
- Driving operational performance: You will manage team workloads, priorities and queues to ensure KPIs and SLAs are met. Using performance data, you’ll identify trends in contact, understand root causes and take proactive action to improve performance. This includes monitoring productivity, quality and customer satisfaction, and ensuring work is completed accurately and on time.
- Supporting continuous improvement: You will use insight from customer contact, complaints and performance data to identify opportunities to reduce demand and improve efficiency. This may include improving processes, refining customer communications, and supporting the introduction of new systems or ways of working. You’ll also play a role in promoting digital and self‑serve options to customers.
- Working collaboratively across the business: You will work closely with teams such as Billing, Engineering and Account Management to ensure customers receive a seamless service. Acting as a link between frontline operations and the wider business, you will help ensure issues are resolved effectively and improvements are implemented where needed.
- Providing operational support as needed: As a hands‑on leader, you will step in to support the team during peak periods or when required, maintaining service levels in a fast‑paced and changing environment.
What We’re Looking For
- Skills and experience: Strong experience in a customer service environment, ideally within a contact centre. Previous experience leading, coaching or supporting a team. Experience managing performance against KP and service levels. Ability to use data and insight to inform decisions and drive improvement. Experience handling escalations and customer complaints.
- Behaviours: A strong people leader who enjoys developing others. A genuine focus on delivering a great customer experience. Proactive and solutions‑focused, with the ability to identify and resolve issues. Confident communicator with the ability to influence others. Well organised and able to manage competing priorities. Collaborative and team‑oriented.
- Qualifications: GCSE (or equivalent) essential. Relevant customer service or leadership qualifications are desirable.
Why Join Us
This is an opportunity to be part of a business that is making a real difference in supporting the UK’s sustainability goals. You’ll have the chance to shape how customer service is delivered, not just manage it day‑to‑day. We offer a supportive, collaborative working environment, with opportunities for development and progression.
Customer Services Team Leader in Baildon employer: Switch2 Energy Limited
At Switch2, we pride ourselves on being an excellent employer by fostering a supportive and collaborative work culture that empowers our employees to make a meaningful impact in the transition to sustainable living. As a Customer Services Team Leader, you will not only lead a dedicated team but also have ample opportunities for personal and professional growth, all while contributing to the UK's net zero goals. Our commitment to employee wellbeing and continuous improvement ensures that you will thrive in a dynamic environment where your contributions are valued.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader in Baildon
✨Tip Number 1
Get to know the company inside out! Research Switch2's mission and values, especially their focus on sustainability. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your leadership skills! Think about examples from your past where you've successfully led a team or resolved customer issues. Be ready to share these stories during interviews to demonstrate your capability as a Customer Services Team Leader.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider insights and potentially even a referral, which can really boost your chances of landing that job.
✨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 serious about joining the Switch2 team!
We think you need these skills to ace Customer Services Team Leader in Baildon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Services Team Leader role. Highlight your experience in leading teams and delivering exceptional customer service, as this is what we’re all about at Switch2!
Showcase Your Leadership Skills:We want to see how you’ve inspired and developed teams in the past. Share specific examples of how you’ve coached team members or improved performance, as this will really resonate with us.
Focus on Customer Experience:Since delivering a high-quality customer experience is key for us, include any relevant experiences where you’ve enhanced customer satisfaction or resolved complex issues. This will show us you understand our mission!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Switch2 Energy Limited
✨Know the Company Inside Out
Before your interview, make sure you research Switch2 thoroughly. Understand their mission towards sustainability and how their customer operations contribute to that goal. This will not only show your genuine interest but also help you align your answers with their values.
✨Showcase Your Leadership Skills
As a Customer Services Team Leader, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully coached or developed team members in the past. Highlight any specific strategies you've used to improve team performance and customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Think of real-life scenarios where you've resolved complex customer issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Emphasise Continuous Improvement
Switch2 is focused on improving customer experience and operational performance. Be ready to discuss how you've used data and insights to drive improvements in previous roles. Share specific examples of how you've identified trends and implemented changes that led to better outcomes.
