Customer support lead

Your new company A Large utilities company based in Belfast are recruiting for a Customer Support Lead Your new role This role is ideal for someone who thrives in a fast-paced environment and enjoys delivering high-quality support across multiple communication channels. You'll be responsible for handling inbound and outbound calls, responding to service requests, and ensuring accurate data entry across internal addition to frontline customer service, you'll support emergency response coordination, assist with scheduling maintenance activities, and contribute to the smooth running of administrative processes. The role requires a proactive approach, excellent communication skills, and a commitment to delivering inclusive service that meets the needs of all customers, including those requiring additional support. Key Responsibilities: Provide professional and efficient customer service via phone, email, and other channels Accurately record customer details and service requests in line with internal procedures Support emergency response protocols and escalate issues appropriately Assist with planning and scheduling of maintenance and service appointments Handle complaints in line with company procedures, ensuring timely resolution Maintain and update internal records and process documentation Book appointments, manage diaries, and support general administrative tasks Contribute to team goals and uphold service standards This is a rewarding opportunity to join a supportive team within a company that values professionalism, inclusivity, and continuous improvement. What you'll need to succeed Essential Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above At least three years' management experience in a contact centre or customer service environment. Proven experience managing complaint resolution processes. Experience with performance management and team development. Strong leadership and people management skills with the ability to motivate and develop teams. Excellent complaint handling and conflict resolution abilities. Strong analytical skills with the ability to interpret data and identify trends. Proficient in developing management reports and performance metrics. Excellent written and verbal communication skills. Strong organisational skills with ability to manage multiple priorities. Ability to work collaboratively across departments with external stakeholders. Proficiency in customer service systems and Microsoft Office Applications. Desirable Business administration qualification Gas industry or utilities sector training certifications Contact centre management certification or qualification Experience in a regulated industry environment (utilities, healthcare, financial services). Experience developing and implementing service procedures. Gas industry or utilities sector experience. Experience managing fault dispatch coordination or field service management. Experience in compliance monitoring or audit processes. Experience managing training delivery or coordination. Knowledge of ISO 22458 vulnerability awareness standards. Understanding of utility industry Standards of Service requirements. Presentation and facilitation skills for training support. Knowledge of adult learning principles for training coordination. What you'll get in return Full time permanent role 37 hours per week - 8.30am - 5pm Monday - Thursday, 8.30am - 4.30pm on Friday. (1 late night until 7pm per week) £30,000 - £34,000 per annum with a 6-9% annual on target bonus. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be Skills: Customer Service Management Communication. Policy Benefits: £30000-£34000