Brook Green Supply
Customer Experience Team Lead
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Customer Experience Team Lead
Customer Experience Team Lead
Brook Green Supply – Independent B2B Energy Supplier
About the Role
The Customer Experience Team Lead will oversee a team dedicated to delivering exceptional customer service in a demand-driven environment. This role requires leadership to drive high-quality outcomes, manage cross-channel inbound and outbound customer activity, and maintain consistent adherence to Service Level Agreements (SLAs).
The ideal candidate will be a natural people leader—coaching teams to set high standards, manage workloads fairly, and embed a proactive, customer-centric culture. Strong stakeholder collaboration is key, with a focus on swiftly resolving complex or escalated cases to uphold the supplier’s reputation for quality and reliability.
The role involves directing strategic customer experience delivery across priority accounts, continuously improving processes, and fostering accountability while ensuring delighted customers and compliant operations.
Responsibilities
Customer and Team Leadership
- Oversee day-to-day operational efficiency, ensuring SLA adherence, workload distribution, and the resolution of all customer queries—including complex escalations—with sustained focus on first-contact resolutions and complaint resolutions.
- Lead team growth through structured training programs, regular 1:1 development reviews, and performance development initiatives to cultivate a high-performing culture with a relentless emphasis on customer-centric outcomes.
- Act as the primary liaison between Customer Relationship Teams and broader internal stakeholders, ensuring seamless issue escalation, proactive risk management, and continuous service improvement.
- Monitor customer accounts with meticulous attention to billing accuracy, payment compliance, and customer data integrity, while identifying opportunities for enhancement.
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Performance and Process Optimisation
- Track and report on performance metrics (quality, efficiency, SLAs) to drive continuous improvement, pinpoint training needs, and inform decision-making.
- Collaborate with cross-functional teams to design and implement systematic and process improvements that align with operational demands while enhancing customer satisfaction.
Talent Development
- Partner with HR to support recruitment and ensure the team has the skills to meet customer expectations, pursuing sustainable relationships and operational efficiency.
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Key Requirements
Essential Competencies
- Proven track record of managing relationships with high-net-value or premium clients in energy supply or comparable industries.
- Technical proficiency in CRM (HubSpot, Xeniter, Optimus) and billing systems.
- Strong experience as a People Leader, with a track record of team development and performance uplift.
- Exceptional attention to detail, ensuring compliance, billing accuracy, and risk mitigation.
- Effective problem-solving, numeracy, and analytical skills to drive data-informed decision-making.
- Preferred experience managing multi-person teams and navigating complex customer challenges.
- Outstanding verbal and written communication skills, delivering clarity and empathy in high-pressure scenarios.
- Ability to prioritise workloads efficiently for both self and team members, maintaining momentum under pressure.
Corporate Commitments
CFP Energy upholds fairness, equality, respect, and zero compromise on dignity for all employees, contractors, and applicants. Discrimination in any form is prohibited under our Equal Opportunities Policy.
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