Customer Experience Team Lead

About Us: 

Brook Green Supply is an independent B2B energy supply company. You will be working alongside a highly experienced team with many years of experience in the energy industry. This role offers a fantastic career opportunity for a determined, flexible, and driven individual. Personal development and career progression are closely aligned with the ongoing growth and success of the business.

The role: 

As part of the Operations Department, you will manage a team of Customer Relationship Managers. You will work closely with both internal and external stakeholders, including Account Managers, Credit Control, and Third-Party Intermediaries. This role is essential to ensuring that the team delivers a high level of service to our most strategic accounts within the Brook Green Supply portfolio throughout the customer journey.

Key Responsibilities:

• Support the Customer Experience Manager in overseeing the operations of the department.
• Report on key team metrics (billed values, debt, portfolio health, performance) to the wider business.
• Adapt and make necessary changes within the team to align with evolving business needs.
• Conduct regular 1-2-1s and manage the team's objectives.
• Participate in the recruitment process for new team members.
• Manage the morale, motivation, and performance of the team.
• Oversee and manage the allocation of new customers within the portfolio.
• Communicate key business updates, including system changes and process updates, to both internal teams and external parties.
• Act as an escalation point for internal teams and external stakeholders.
• Coach team members to improve the quality of conversations with customers; side-by-side calls and email observation to promote First Contact Resolution for customers.

Ideal candidate:

• Preferred experience in the energy industry, particularly with commercial supply contracts.
• Proficient in MS Office, including Excel and PowerPoint.
• Exceptional attention to detail.
• Strong problem-solving and resolution skills.
• Numerate, with strong analytical capabilities.
• Previous experience in managing and leading a team.
• Excellent verbal and written communication skills.
• Ability to prioritize and manage both your own workload and that of others.

Benefits:

• 25 days annual leave in addition to Bank holidays.
• Discretionary commission/bonus scheme.
• Hybrid working pattern; 3 days a week in the office, 2 days remote.
• Company pension scheme.
• Life and medical insurance, and eyecare scheme.
• Employee Assistance Program.
• Cycle to work scheme.
• Family-friendly policies.
• Recruit and Reward scheme.
• Access to perk-box benefits package
  

The CF Group is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants.