We are looking for a skilled and proactive Customer Service Improvement Lead to join our team and drive service excellence across our operational back-office functions. This role is ideal for someone who thrives on improving processes, supporting teams, and delivering consistently high standards of customer service.
About the Role
As Customer Service Improvement Lead, you will take ownership of service improvement initiatives, working closely with Customer Service Advisors to enhance workflows, systems, and customer interactions. You will identify areas for improvement, implement practical solutions, and embed continuous improvement practices across the team.
Key Responsibilities
Customer Service Delivery & Support
* Lead and support Customer Service Advisors to ensure timely, professional, and consistent customer interactions.
* Oversee appointment booking, customer handover documentation, and customer communications.
* Monitor service quality and implement improvements where needed.
Process Review & Improvement – Back Office
* Map and review operational workflows to identify inefficiencies and failure points.
* Collaborate with teams to redesign processes for improved accuracy and customer outcomes.
* Support the rollout of new processes, including documentation, training, and feedback mechanisms.
Continuous Improvement Delivery
* Promote a culture of continuous improvement by encouraging feedback and ideas for change.
* Apply methodologies such as root cause analysis, value stream mapping, and PDCA cycles.
Service Performance & Workflow Management
* Review and refine service workflows to ensure efficiency and alignment with standards.
* Identify and resolve recurring issues or delays.
* Support the development of dashboards or trackers to monitor performance.
Systems & Data Quality
* Ensure effective and consistent use of systems such as CRM, scheduling, and documentation tools.
* Identify and resolve system-related issues in collaboration with internal stakeholders.
* Promote good data practices and maintain accurate records.
Team Coordination & Development
* Provide day-to-day guidance and support to Customer Service Advisors.
* Set clear goals and KPIs, and support team members through coaching and training.
* Foster collaboration with sales, operations, and delivery teams.
Person Specification
Essential
* Experience managing customer service operations, ideally within the renewable energy sector.
* Proven track record of leading and developing teams.
* Experience supervising cross-functional teams, setting KPIs, and coaching performance.
* Experience implementing system improvements and ensuring data accuracy.
* Experience producing actionable reports and insights for senior leadership.
* Strong skills in process optimisation and operational efficiency.
* Proficiency in analysing performance metrics and customer feedback.
* Knowledge of CRM systems and customer service tools.
* Understanding of lead management workflows and customer service principles.
* Familiarity with continuous improvement methodologies.
* Knowledge of GDPR, audit requirements, and documentation standards.
Desirable
* Degree in Business Administration, Management, or a related discipline.
* Familiarity with solar and battery technologies.
What We Offer:
* Competitive Salary: £40,000 salary per annum, with our annual salary review ensuring your efforts are always rewarded.
* Birthday Off: Celebrate your day, on us
* Life Assurance: Protection for you and your loved ones (4x your salary).
* Enhanced Maternity & Paternity Leave: Supporting you through life's biggest moments.
* My Rewards Platform: Discounts from hundreds of top retailers, just for being part of the team.
* 22 Days Holiday: Plus bank holidays. Increases with service.
* Company Sick Pay: Supporting you during unexpected health challenges.
* Pension Plan: Secure your future with our robust pension scheme.
* Electric Vehicle Salary Sacrifice Scheme: Drive into a greener future.
* Medicash Benefits Program: Enjoy discounts, claim back on health expenses, and more.
* 24/7 Employee Assistance Plan: Because your mental health matters.
* Professional Growth Opportunities: Join a rapidly expanding market leader where your career can thrive.
Please note: All successful candidates must pass a criminal record check, provide us with 5 years' work references, and prove their eligibility to work in the UK.