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. Reporting directly to the Customer Services Director, you will be responsible for leading and developing a small team of Customer Support Administrators. You'll be accountable for ensuring that all processes, standards, and compliance requirements are followed while delivering a consistently high-quality service to our clients.
This is a hands-on leadership role where you'll manage escalated complaints, coach your team, and ensure that company policies and industry regulations are applied in day-to-day operations. You'll be expected to set the tone, drive performance, and uphold the standards that Utility Aid is known for.
We're looking for someone who is customer-obsessed, thrives on challenges, and can balance people leadership with process discipline.
Key Responsibilities
* Team Leadership: Manage, mentor, and develop the Customer Support team to deliver excellent service while following agreed processes and standards.
* Customer Service Excellence: Oversee daily customer interactions, ensuring queries and complaints are resolved efficiently and in line with company procedures.
* Complaint Handling: Take ownership of escalated complaints, ensuring resolutions are empathetic, professional, and compliant.
* Performance & Process Management: Monitor team performance, set individual targets, and implement improvements while ensuring adherence to established procedures.
* Collaboration: Work closely with other departments, including Invoice Validation and Sales, to improve customer experience.
* Training & Development: Support the growth of your team through coaching and structured training.
* Reporting: Provide regular updates to the Customer Services Director on service levels, complaint outcomes, and customer satisfaction.
What We're Looking For
* Proven leadership experience, with the ability to motivate and develop a team.
* Experience in customer support and/or complaint handling, with resilience to manage challenging situations.
* Strong communication and problem-solving skills.
* Ability to manage multiple priorities in a fast-paced environment.
* Proactive in suggesting and supporting improvements to processes, while ensuring compliance with agreed standards.
* Excellent computer skills, especially MS Outlook and Excel. Experience with Salesforce is desirable but training will be provided.
* Someone who can be counted on to deliver what's needed, showing initiative and consistency in how they work.
* Experience in the energy sector or a regulated industry would be an advantage.
Why Join Us?
* A supportive and collaborative work environment.
* Monday to Friday working pattern – no weekends
* Birthday leave – enjoy an extra day off to celebrate your special day.
* Two paid volunteer days a year.
* Free eye tests
* The chance to make a meaningful impact by supporting the not-for-profit sector.
If you're ready to take the next step in your career, we'd love to hear from you
Job Type: Full-time
Pay: £30,000.00 per year
Work Location: In person