Customer service team lead Work, Jobs in Leeds, Eng (with Salaries)

Customer Experience Lead
United Gas and Power —Guiseley
- Monday to Friday
- Customer service
- Microsoft Office
- Leadership
- Annual leave
Quick apply
6d
Customer Services Team Leader
Aire Valley Consultancy Limited —Shipley
- £33,000 - £38,000 a year
- Full-time
- Hybrid work
- Management
- Customer service
- English
- Free parking
- Work from home
Quick apply
5d
Customer Service Centre Team Manager
Innserve Ltd —Tadcaster
- £33,500 - £34,800 a year
- Full-time
- Hybrid work
- CRM software
- Hospitality
- Management
- Health & wellbeing programme
- Employee assistance programme
Quick apply
5d
Customer Success Lead
Pharmacy2U —Leeds
- £30,000 - £35,000 a year
- Full-time
- Hybrid work
- Organisational skills
- Annual leave
- Employee assistance programme
Quick apply
Customer Success Team Manager
thebigword —Leeds
- Up to £48,000 a year
- Full-time
- Hybrid work
- Management
- Presentation skills
- Leadership
Quick apply
5d
Lead Supply Point Administrator
United Gas and Power —Guiseley
- Monday to Friday
- Hybrid work
- Continuous improvement
- Leadership
- Communication skills
- Annual leave
Quick apply
9d
Customer Service Team Leader
Flutter Entertainment —Huddersfield
- From £13.25 an hour
- Employee discount
- Sick pay
Lead Patient Co-ordinator and Administrator
Blossom Cosmetic Clinic —York
- From £14 an hour
- Part-time
- Customer service
- English
- Microsoft Office
- Employee discount
Quick apply
4d
Telesales Team Leader
Interior Goods Direct Ltd —Huddersfield
- £28,000 - £32,000 a year
- Full-time
- Hybrid work
- Sales
- Analysis skills
- In-person
- Free parking
- Employee discount
Quick apply
People & Service Team Leader
River Island —Halifax
- Weekend availability
- Sales
- Leadership
- Communication skills
- Annual leave
- Employee discount
Quick apply
2nd Line Team Leader
Babble Cloud —Wakefield
- Full-time
- Annual leave
- Sick pay
Quick apply
4d
Product Team Leader
River Island —Leeds
- Weekend availability
- Sales
- Communication skills
- Time management
- Annual leave
- Employee discount
Quick apply
TEAM MANAGER
Primark —Leeds
- £33,189 a year
- Sales
- Organisational skills
- Leadership
- Annual leave
3d
Multichannel Cx Team Lead
Vintage Cash Cow —Morley
- £30,000 - £32,000 a year
- Full-time
- Management
- Sales
- Customer service
Quick apply
5d
Customer Service Team Leader
William Hill —Todmorden
- £27,941.96 a year
- Full-time
- Customer service
- Supervising experience
- Employee discount
10d
Lead Facilities Officer - 3 months temp
Incommunities —Bradford
- £29,978 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
Quick apply
5d
VodafoneThree - Client Sales Lead
Vodafone —Leeds
- Full-time
- Sales
- Negotiation
- Employee discount
Pensions Administration Team Leader
TPT Retirement Solutions —Leeds
- Microsoft Word
- Microsoft Excel
- Customer service
Knoopologist (Team Leader)
Knoops- Trinity Centre —Leeds
- £13.50 an hour
- Part-time
- Leadership
- Café
- Communication skills
Quick apply
Team Leader
Card Factory —Huddersfield
- £13 an hour
- Leadership

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Customer Experience Lead

United Gas and Power
Guiseley

Quick apply

Job details

Permanent
6 days ago

Benefits

Cycle to work scheme
Annual leave
Company pension
Discounted gym membership
Company events

Qualifications

Customer service
Microsoft Office
Quality assurance
Till operation
Account management
Leadership
Communication skills
Time management

Full job description

Overview

As one of the fastest growing Energy Suppliers in the UK, we are looking to recruit a Customer Experience Lead based at our offices in Guiseley.

Reporting to the Customer Services Manager the Customer Experience Lead is responsible for delivering exceptional customer service to energy customers while ensuring accurate management of customer refunds, maintaining quality assurance standards, and providing operational support during management absence.

At UGP we aim to attract people from diverse backgrounds to build on our inclusive culture. We welcome applications from everyone regardless of age, race, gender, religion or beliefs, disability, gender identity or sexual orientation

Responsibilities

Customer Service & Customer Experience

Act as a primary point of contact for customer enquiries via telephone, email and LiveChat.
Deliver a professional, empathetic, and solution-focused customer experience.
Resolve customer queries efficiently and within agreed service levels.
Identify opportunities to improve customer journeys and processes.
Drive and promote NPS within team.

Refund Management

Investigate and resolve refund-related queries, discrepancies, and disputes.
Verify customer account balances and supporting documentation before authorising refunds.
Maintain accurate records of refund transactions and audit trails.
Monitor refund volumes and identify trends, risks, or process improvements.
Liaise with Finance and other departments to ensure timely completion of refund requests.
Ensure compliance with industry regulations, internal controls, and financial governance requirements.

Quality Assurance (QA) Checking

Conduct quality assurance reviews of customer interactions, account updates, and operational processes.
Assess compliance with company policies, industry regulations, and customer service standards.
Provide constructive feedback and coaching recommendations to colleagues.
Identify recurring quality issues and support corrective action plans.
Maintain QA records and reporting documentation.
Support continuous improvement initiatives by analysing quality trends and customer feedback.
Assist in the development and maintenance of quality assurance frameworks and standards.

Management Cover & Operational Support

Provide leadership support during periods of Customer Service Manager absence.
Act as a point of escalation for customer and operational issues.
Support daily workflow management and work allocation across the team.
Monitor service levels and operational performance metrics.
Support onboarding and mentoring of new team members.

The Individual

Essential

Experience in a customer service or customer experience environment.
Experience processing customer refunds or financial transactions.
Experience conducting quality assurance checks or compliance reviews.
Strong understanding of customer service best practices.
Handling escalated queries and challenging customer conversations.
Proficiency in Microsoft Office applications and customer management systems.

Desirable

Experience within the energy, utilities, or regulated services sector.
Knowledge of energy industry regulations and customer obligations.
Experience providing team leadership or supervisory support.
Understanding of billing, metering, and energy account management processes.

Skills and Competencies

Excellent verbal and written communication skills.
Strong attention to detail and accuracy.
Analytical and problem-solving abilities.
Ability to make sound decisions and exercise good judgement.
Strong organisational and time-management skills.
Ability to manage competing priorities and workloads.
Coaching and feedback delivery skills.
Resilience and professionalism when handling complex customer situations.
Collaborative team player with leadership potential.

Join The Team

Excellent salary based on your experience
Mon – Fri 9am till 5pm
Excellent Pension scheme with 8% employer contribution
25 days annual leave (plus Bank Holidays)
Long-Term Service Benefit – Receive an additional day of annual leave every 5 years
Holiday Purchase Scheme – Buy up to 5 additional days of leave per year
Ongoing training & guidance provided
A great working environment with a real team spirit
Company social events
Health & Wellbeing program with GP consultations, mental health support and discounted gym memberships.
Cycle to Work Scheme

Company Overview

United Gas & Power (UGP), is a business energy supplier based in Yorkshire that truly puts customer service at the heart of its organisation. We supply businesses across the UK and handle the entire end-to-end switching process to make your switch as hassle free as possible.

Quick apply

Refine Your Search

customer service team lead jobs in leeds, eng

Customer Experience Lead

Customer Services Team Leader

Customer Service Centre Team Manager

Customer Success Lead

Customer Success Team Manager

Lead Supply Point Administrator

Customer Service Team Leader

Lead Patient Co-ordinator and Administrator

Telesales Team Leader

People & Service Team Leader

2nd Line Team Leader

Product Team Leader

TEAM MANAGER

Multichannel Cx Team Lead

Customer Service Team Leader

Lead Facilities Officer - 3 months temp

VodafoneThree - Client Sales Lead

Pensions Administration Team Leader

Knoopologist (Team Leader)

Team Leader

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