Lead Customer Service Advisor Department: Customer Service Location: Leeds Office About Us: When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club – among others. Backed by Brookfield and a part of the HomeServe group. And part of a team that works together to empower our customers' homes and lives. BOXT offers… A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties. A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers. Employee progression – We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression. Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products. Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quietmark approved. Global investors – We're proud to be backed by Brookfield and part of the HomeServe Group. Job Summary: We are seeking a dedicated and experienced Lead Customer Service Advisor to join our team and take ownership of delivering an outstanding customer experience. In this role, you will act as a key liaison between the customer service team and leadership, ensuring consistent service delivery, resolving complex customer issues, and mentoring team members. Your expertise in customer service, communication, and team leadership will help shape a positive and customer-focused environment. Key Responsibilities: Act as the first point of escalation for complex customer queries, complaints, or service issues. Provide day-to-day support and guidance to Customer Service Advisors, ensuring adherence to service standards. Monitor customer interactions to ensure quality, compliance, and a consistently high level of service. Collaborate with cross-functional teams (Sales, Product, Operations) to resolve customer concerns and improve service delivery. Assist in the training and onboarding of new customer service team members. Identify process inefficiencies and provide actionable feedback for continuous improvement. Analyse service data and customer feedback to generate insights and contribute to performance reports. Lead by example in handling customer inquiries with professionalism, empathy, and efficiency. Support Customer Service Manager with scheduling, workload distribution, and KPI tracking. Leadership Qualities: We are passionate about creating a positive working environment and collaborative team culture, so it’s essential that as a people manager, you can make this happen within your team. You should be passionate about your team’s development and wellbeing and support this through regular feedback, coaching, and check-ins. Our business is fast paced, so it’s essential that you can make decisions under pressure whilst meeting KPIs and delivering great results. Work towards continuous development of processes to optimise performance and output. Ensure the team is compliant with data management and industry regulations and standards through guidance and support. Build great working relationships with stakeholders, ensuring that their needs are met. What we are looking for: Proven experience in a customer service or advisory role, with at least 1–2 years in a senior or team lead capacity. Strong interpersonal and communication skills, both verbal and written. Demonstrated ability to manage and resolve escalated customer concerns effectively. Proficiency in using CRM systems and customer support tools. Excellent organisational and time-management abilities. A proactive approach to problem-solving and continuous improvement. Experience in coaching, mentoring, or leading small teams is preferred. GCSE (Or equivalent) Maths and English, with a good command of English for accuracy in written communication Benefits: We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they’ve created a positive, welcoming environment for people to work and thrive within. Your benefits include… 30 days of annual leave (plus bank holidays) Free tea, coffee, fruit, and breakfast Modern offices Social events Ongoing training and development opportunities Enhanced Family Friendly Benefits Private medical cover* Company pension Death in service benefit* * After probationary period How to Apply: If you’d like to join the BOXT team, then please send an email with your CV and get creative to tell us why you think you’d be a great fit for this role and our team.