Customer Experience Team Lead

Brook Green Supply is an independent B2B energy supplier. The Customer Experience Team Lead is responsible for managing the Customer Relationship Support (CRS) team, which focuses on delivering a high-quality experience for customers while driving team performance and continuous improvement. The Customer Experience Team Lead is responsible for leading and developing a small team to deliver exceptional, timely resolution of customer queries. Acting as a strategic team lead, the role focuses on driving performance, improving processes, and aligning team outcomes with wider business goals. They will oversee the daily management of inbound and outbound communication to ensure balanced workloads and SLA adherence, while acting as the escalation point for complex or high-risk cases. The Team Lead will maintain quality and compliance through strong stakeholder relationships, regular reviews, coaching performance to deliver key metrics. They will also identify complaint trends and root causes, driving continuous improvement in collaboration with the wider business. In addition, the role serves as the main point of contact for all customers, ensuring their needs are met and deadlines achieved. Essential functions of the job: Act as the link between the CRS Team and the wider business, collaborating with internal teams to resolve issues efficiently and influencing improvements that reduce complaints and enhance the customer experience Manage and implement system and process changes (e.g. HubSpot) that impact the CRS Team, ensuring smooth adoption, minimal disruption, and alignment with operational needs Coach and develop the CRS Team through regular 1:1s, feedback sessions and yearly performance reviews Weekly reporting on the team’s metrics(answered calls, calls answered within 60 secs, inbound vs outbound footfall)/performance(quality, SLA, upskill training)to present to the wider business Oversee and manage the onboarding process and overall experience for new customers, ensuring a smooth, efficient transition and a strong foundation for ongoing relationships. Monitor email management across the team, ensure complaints and escalations are resolved within SLAs, monitor case progress to prevent delays, and provide support on complex or high-risk cases when required. Support skill development in complaint handling, investigation and effective communication Oversee end-to-end complaint handling, acting as the escalation point for complex or sensitive issues, ensure outcomes are fair and consistent, and maintain strong customer and internal communication throughout Consistent review of cases to ensure quality, accuracy, and compliance of best practices. Provide coaching based on trends, maintain thorough documentation, and uphold complaints handling standards and internal policies Demonstrate strong ownership by taking accountability for outcomes, acting with integrity, and consistently modelling behaviours that reflect company values and a customer-first mindset. Proactively adapt team structure, priorities, and ways of working in line with evolving business needs, ensuring flexibility while maintaining performance and service standards Actively participate in the recruitment process, supporting candidate selection to ensure the team attracts and retains high-quality talent aligned with business needs and values. Skills and experience required: Experience in the energy industry, ideally with commercial supply contracts Computer literate with good knowledge of MS Office, PowerPoint and Excel Excellent attention to detail Efficient problem solving and resolution Numerate with good analytical skills Previous experience in managing a team/people(preferable) Excellent verbal and written communication skills. Able to prioritise and manage the work load of yourself and others Why you’ll love working here This is a role where you will have genuine opportunities for growth and development. You will gain hands-on experience in data analysis, the UK energy market and gas and electricity invoicing while working in a collaborative, supportive team that values initiative and curiosity. You will have the flexibility to balance office and remote work, and you will be part of a business that trusts its people and rewards contribution. We also offer a comprehensive benefits package, including: • 25 days annual leave plus Bank Holidays • Flexible working arrangements • Private health care • Company pension scheme • Life and medical insurance, eyecare scheme • Employee Assistance Programme • Cycle to Work scheme • Family-friendly policies • Recruit and Reward scheme • Access to Perkbox benefits platform A note from us Even if you don’t tick every box, we would still love to hear from you. If you are detail-oriented, analytical, and motivated to grow your career in the energy industry, we will give you the training and support to succeed. Brook Green Supply is committed to ensuring equal opportunities, fairness, dignity, and respect for all employees and applicants. Diversity makes us stronger, and we welcome applicants from all backgrounds.