Customer Relationship Support

Brook Green Supply (BGS) is a leading independent B2B energy supplier, delivering tailored energy supply and Net-Zero solutions to industrial and commercial consumers.

About the Role

The Customer Relationship Support team is responsible for delivering efficient, accurate and customer-focused resolution of customer queries, acting as the primary point of contact for inbound and outbound communication.

This role supports non-key accounts, ensuring customer issues are managed end-to-end with clear ownership. You will maintain strong communication with customers and collaborate across internal teams to achieve timely outcomes and high-quality customer experiences.

Essential Functions of the Job

• Act as the first point of contact for customer queries and complaints via phone, email and other communication channels, delivering a professional and customer-focused service.
• Take ownership of customer issues from initial contact through to resolution, ensuring timely and effective outcomes in line with agreed service levels.
• Manage and resolve customer complaints, escalating complex cases appropriately while maintaining accountability throughout the resolution process.
• Maintain accurate, complete and auditable records of customer interactions, investigations, actions and outcomes within CRM systems, including HubSpot and Junifer.
• Communicate proactively with customers, providing regular updates and managing expectations throughout the customer journey.
• Liaise with internal departments and stakeholders to investigate, coordinate and resolve customer enquiries and issues efficiently.
• Support the collection, validation and maintenance of customer information, including meter readings and account data, to support billing and account accuracy.
• Prioritise and manage individual workload effectively to meet service standards, deadlines and business objectives.
• Ensure work is completed accurately and in line with established processes, quality standards, internal policies and regulatory requirements.
• Strive to achieve right-first-time resolution wherever possible, improving customer satisfaction and reducing repeat contact.
• Identify recurring customer issues, process gaps and service trends, escalating insight and recommendations to support continuous improvement.
• Monitor and manage customer escalations, ensuring they are routed through the correct channels, resolved appropriately and communicated clearly to relevant parties.
• Contribute to a positive team environment by sharing knowledge, supporting colleagues and maintaining a strong focus on service quality, with scope for progression in 12 to 18 months.