Customer Experience Team Leader

Customer Experience Team Leader

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)

• £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