ABOUT UTILITY AID

Utility Aid is an award-winning energy broker for the not-for-profit sector, working with over 4,000 organisations and recovering over £8 million in overpayments to date. We provide expert energy management, invoice validation, and customer support to ensure our clients receive the best possible service.

ABOUT THE ROLE

Due to an internal promotion, we have an exciting opportunity for a Customer Support Team Lead to join our friendly team. In this role, you will be responsible for overseeing a small team of Customer Support Administrators, ensuring they deliver high-quality service to our clients while maintaining efficiency and compliance with industry regulations. You will play a key role in managing customer complaints, ensuring that issues are resolved promptly and to the satisfaction of the customer, while following company policies and procedures.
We’re looking for someone who is customer-obsessed, passionate about leading a team, and has the drive to get things done, no matter the barriers. If you’re someone who thrives on challenges and is determined to deliver results for both the team and customers, we want to hear from you!

KEY RESPONSIBILITIES

• Team Leadership: Manage, mentor, and develop the Customer Support team to ensure a high standard of service.
• Customer Service Excellence: Oversee day-to-day customer interactions, ensuring timely and effective resolution of queries and complaints.
• Complaint Handling: Take ownership of escalated complaints, ensuring they are resolved promptly and to the customer’s satisfaction. Ensure that all complaints are handled with empathy, professionalism, and in line with company procedures.
• Process & Performance Management: Monitor team performance, set targets, and implement improvements to enhance service delivery.
• Complaint Resolution: Handle escalated complaints and ensure resolutions align with company policies and industry standards.
• Collaboration: Work closely with other departments, including Invoice Validation and Sales, to improve customer experience.
• Training & Development: Support team members’ professional growth through coaching and training.
• Reporting: Track key performance metrics and report to senior management on service levels and customer satisfaction.