Customer experience lead

Overview As one of the fastest growing Energy Suppliers in the UK, we are looking to recruit a Customer Experience Lead based at our offices in Guiseley. Reporting to the Customer Services Manager the Customer Experience Lead is responsible for delivering exceptional customer service to energy customers while ensuring accurate management of customer refunds, maintaining quality assurance standards, and providing operational support during management absence. At UGP we aim to attract people from diverse backgrounds to build on our inclusive culture. We welcome applications from everyone regardless of age, race, gender, religion or beliefs, disability, gender identity or sexual orientation Responsibilities Customer Service & Customer Experience Act as a primary point of contact for customer enquiries via telephone, email and LiveChat. Deliver a professional, empathetic, and solution-focused customer experience. Resolve customer queries efficiently and within agreed service levels. Identify opportunities to improve customer journeys and processes. Drive and promote NPS within team. Refund Management Investigate and resolve refund-related queries, discrepancies, and disputes. Verify customer account balances and supporting documentation before authorising refunds. Maintain accurate records of refund transactions and audit trails. Monitor refund volumes and identify trends, risks, or process improvements. Liaise with Finance and other departments to ensure timely completion of refund requests. Ensure compliance with industry regulations, internal controls, and financial governance requirements. Quality Assurance (QA) Checking Conduct quality assurance reviews of customer interactions, account updates, and operational processes. Assess compliance with company policies, industry regulations, and customer service standards. Provide constructive feedback and coaching recommendations to colleagues. Identify recurring quality issues and support corrective action plans. Maintain QA records and reporting documentation. Support continuous improvement initiatives by analysing quality trends and customer feedback. Assist in the development and maintenance of quality assurance frameworks and standards. Management Cover & Operational Support Provide leadership support during periods of Customer Service Manager absence. Act as a point of escalation for customer and operational issues. Support daily workflow management and work allocation across the team. Monitor service levels and operational performance metrics. Support onboarding and mentoring of new team members. The Individual Essential Experience in a customer service or customer experience environment. Experience processing customer refunds or financial transactions. Experience conducting quality assurance checks or compliance reviews. Strong understanding of customer service best practices. Handling escalated queries and challenging customer conversations. Proficiency in Microsoft Office applications and customer management systems. Desirable Experience within the energy, utilities, or regulated services sector. Knowledge of energy industry regulations and customer obligations. Experience providing team leadership or supervisory support. Understanding of billing, metering, and energy account management processes. Skills and Competencies Excellent verbal and written communication skills. Strong attention to detail and accuracy. Analytical and problem-solving abilities. Ability to make sound decisions and exercise good judgement. Strong organisational and time-management skills. Ability to manage competing priorities and workloads. Coaching and feedback delivery skills. Resilience and professionalism when handling complex customer situations. Collaborative team player with leadership potential. Join The Team Excellent salary based on your experience Mon – Fri 9am till 5pm Excellent Pension scheme with 8% employer contribution 25 days annual leave (plus Bank Holidays) Long-Term Service Benefit – Receive an additional day of annual leave every 5 years Holiday Purchase Scheme – Buy up to 5 additional days of leave per year Ongoing training & guidance provided A great working environment with a real team spirit Company social events Health & Wellbeing program with GP consultations, mental health support and discounted gym memberships. Cycle to Work Scheme