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:
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Lead, coach and develop a team of Customer Liaison Advisors, creating a high-performance and accountable team culture
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Set clear expectations and KPIs, regularly reviewing performance and providing structured feedback and support
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Act as the escalation point for complex customer issues, supporting your team to resolve challenges effectively
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Support onboarding, training, and ongoing development of team members to improve capability and confidence
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Oversee contract processing and submissions, ensuring accuracy, compliance, and deadlines are met
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Build strong relationships with suppliers and internal teams to ensure a smooth customer journey
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Identify recurring issues and implement process improvements to enhance team efficiency and customer experience
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Ensure CRM accuracy, compliance and data protection standards are consistently maintained
Requirements:
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Previous experience in a customer service, customer experience, or liaison role (essential)
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Experience managing or mentoring a team in a fast-paced environment (essential)
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Experience within utilities, energy, telecoms, or a similar brokerage environment (beneficial but not essential)
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Strong understanding of handling complaints, escalations, and customer journeys end-to-end
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Excellent communication and interpersonal skills, with the ability to manage difficult conversations
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Highly organised with strong attention to detail, particularly around contracts and processes
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Confident using CRM systems and Microsoft Office (Excel, Outlook, Word)
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£35-40k basic salary per year (dependent on experience)
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Supportive and collaborative team environment
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Clear progression opportunities as the business continues to scale
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Fun, sociable office environment in Shoreditch
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Free gym membership, regular socials, and Christmas shutdown
