Client Experience Team Lead
Location: London
Salary: £43,000–£45,000 depending on experience + 10% bonus
Hours: Full Time | Monday to Friday | 8:00am – 5:00pm
Contract: Permanent
About the Company
Our client is an independent B2B energy supplier operating in the commercial sector. They work with businesses across the UK, delivering energy solutions and high-quality customer service on complex, consumption-based contracts.
The Role
This is a people-first leadership role at the heart of the customer experience function. As Client Experience Team Lead, you will manage a small CRS (Customer Relationship Support) team, acting as the escalation point for complex queries, driving performance, and continuously improving how the business serves its customers.
This is not a contact centre environment. Inbound volumes are low (≈200 calls per month) but the work is detailed and high-stakes — dealing with commercial energy contracts, meter reads, consumption queries, and complaint resolution.
Key Responsibilities
- Lead, coach and develop a team of four (including one apprentice) through regular 1:1s, feedback sessions and performance reviews
- Act as the escalation point for complex, sensitive or high-risk customer cases
- Oversee inbound and outbound communications, ensuring SLA adherence and balanced workloads
- Manage end-to-end complaint handling, ensuring fair, consistent and well-documented outcomes
- Drive weekly KPI reporting on call metrics, SLAs, quality and upskill training to present to the wider business
- Manage and implement system and process changes, including a new telephony system rollout and HubSpot CRM updates
- Oversee the onboarding process for new customers, ensuring a smooth and professional transition
- Collaborate cross-functionally to resolve issues and drive continuous improvement
- Support recruitment activity, contributing to candidate selection to build and maintain a high-quality team
Skills & Experience
- Proven people management experience — coaching, developing and holding a team to a high standard
- Background in customer service, ideally within energy, utilities or a related B2B environment
- Strong complaint handling and escalation management skills
- Comfortable working with CRM systems (HubSpot desirable) and telephony platforms
- Confident in KPI reporting and data analysis using Excel and PowerPoint
- Excellent written and verbal communication skills
- Highly organised with strong attention to detail
- Proactive, solutions-focused and able to adapt to a changing environment
- Degree or master’s level education desirable — though strong industry experience equally considered
What’s on Offer
- £43,000–£45,000 salary depending on experience
- Comprehensive training and onboarding in the energy sector
- A collaborative, people-first culture with genuine scope to make an impact
- Permanent role with a fast-moving, engaged hiring team