Customer Experience Team Leader

• 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

• 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)

Experience within utilities, energy, telecoms, or a similar brokerage environment

• £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