Customer Relationship Team Lead

Location: Hammersmith, London (Hybrid working, 3 days a week in the office)
Hours: Full-time, 35 hours per week (core working hours 10am–3pm)

About Us

At Brook Green Supply, we are an independent B2B energy supplier committed to driving the transition to a sustainable energy future. We provide expert supply contracts, risk management solutions, and data-led insights to some of the UK’s most complex industrial and commercial energy consumers.

Our experienced team is expanding, and we are offering an exciting opportunity for an ambitious and proactive individual to join us. Your personal development and progression will align with the continued growth and success of the business.

Why role matters

The Customer Relationship Team Lead plays a critical role in delivering exceptional service to Brook Green Supply’s most strategic customers. By leading and developing a high-performing team, this role ensures strong customer outcomes, operational excellence, and effective collaboration across the business. You will directly influence customer satisfaction, portfolio health, and the scalability of our operations as the business continues to grow.

What you’ll do

• Lead, coach, and inspire a team of Customer Relationship Managers to deliver best-in-class customer experiences

• Support the Customer Experience Manager in driving operational excellence and continuous improvement

• Act as an escalation point for complex customer issues, ensuring timely and effective resolution

• Monitor, analyse, and report on key operational metrics including billed values, debt, and portfolio health

• Adapt team priorities and processes to meet evolving business and customer needs

• Conduct regular 1:1s, set objectives, and support the professional development of team members

• Recruit, onboard, and train new team members as the team grows

• Promote a positive, motivated, and high-performing team culture

• Coach team members to improve customer interactions and increase First Contact Resolution

• Work closely with internal stakeholders including Account Management and Credit Control, as well as external partners

What we’re looking for

We’re looking for a confident and supportive leader who combines strong people management skills with a customer-first mindset. You’ll be organised, adaptable, and comfortable using data to inform decisions, while fostering a collaborative and high-performing team environment.

You’ll have:

• Proven experience leading or managing teams

• Strong communication skills, both written and verbal

• Analytical and problem-solving capability, with confidence using performance data

• Ability to manage multiple priorities and changing workloads effectively

• Strong attention to detail and a proactive, solutions-focused approach

• Proficiency in MS Office, particularly Excel and PowerPoint

It’s a bonus if you also have:

• Experience in the energy sector (commercial supply contracts preferred but not essential)

• Experience supporting operational change or process improvement

• Experience mentoring or developing team members

• Knowledge of industry reforms or emerging energy market trends

Why you’ll love working here

This role offers real opportunities for growth, collaboration, and impact. You will work closely with experienced industry professionals in a supportive environment that values initiative, development, and teamwork. You will also have the flexibility to balance office collaboration with independent working time.

We also offer a comprehensive benefits package, including:

• 25 days annual leave plus Bank Holidays

• Hybrid and 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 single box, we would still love to hear from you. If you bring enthusiasm, curiosity, and a willingness to learn, we will support your growth and help you succeed.

Questions

If you have any questions about the role or the recruitment process, our team will be happy to help. If you require any specific accommodations during the interview process, please let us know and we will do our best to support you.