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Job description

The Customer Services Lead will lead Customer Services, managing the contact centre, PAYG fault dispatch performance, complaint resolution, failure management and regulatory compliance. This role encompasses team leadership, business reporting, training support, and administration of customer incentive schemes. The Customer Services Lead will drive operational excellence through data analysis, staff development, and process improvement whilst ensuring inclusive service delivery and customer satisfaction across all touchpoints.

Responsibilities

• Proactively support the Customer Services and Operations Manager in assessing training requirements and compliance obligations across Customer Services.
• Act as lead and champion vulnerability awareness across Customer Services to deliver an inclusive service with excellent customer experiences and fair outcomes for consumers requiring additional support in line with ISO 22458.
• Provide effective leadership and management of direct reports through regular performance appraisals, goal setting, and professional development planning.
• Within Customer Services foster overall team performance through coaching, mentoring, and skills development whilst ensuring clear accountability frameworks and career progression pathways.
• Lead and motivate customer advisors to handle telephone calls, emails and prepayment faults ensuring efficient and inclusive service delivery in line with ISO 22458.
• Conduct regular team meetings and one-to-one sessions, drive staff engagement initiatives and implement reward and retention programmes to support staff motivation and career development.
• Assist with recruitment and retention strategy for Customer Services department. Undertake return to work interviews, and performance reviews in line with company policy.
• Manage the receipt and timely issuance of prepayment (PAYG) faults reported by customers to engineers, ensuring compliance with Standards of Service response time requirements.
• Coordinate deployment of team members to conduct pre-connection surveys for scheduled new connections, maintaining accurate job allocation and reporting records.
• Identify and address any gaps whilst ensuring existing Customer Services procedures are fit for purpose through continual monitoring and review.
• Manage comprehensive administration of customer connection incentive claims.
• Manage all emails received and ensure responses are sent in line with regulatory and licence requirements.
• Compile, produce and maintain Customer Services management reports relating to operational activities, service delivery, and performance metrics to develop processes and procedures that drive continuous improvement and overall service quality.
• Assist in implementing policies, processes, and procedures relevant to Customer Services
• Act as point of contact for complaints within CS and responding to all complaints and enquiries received from customers, CCNI, and political representative in line with statutory response times.
• Assist in the development, testing, training and implementation of new projects.
• Work collaboratively with the Customer Services and Operations Manager, Training and Compliance Lead and Customer Operations Lead to provide mutual support during periods of absence, ensuring continuity of service delivery.
• As part of the leadership team, collectively cover for the Customer Services and Operations Manager, maintaining business-critical activities and departmental leadership through sufficient working knowledge of each roles core responsibilities.

Skills and Qualifications

Essential Skills

• Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C
• Or 4 years’ supervisory and leadership experience in a contact centre environment.
• At least three years’ management experience in a contact centre or customer service environment.
• Proven experience managing complaint resolution processes.
• Experience with performance management and team development.

Desirable Skills

• Business administration qualification.
• Gas industry or utilities sector training certifications.
• Contact centre management certification or qualification.
• Experience in a regulated industry environment (utilities, healthcare, financial services).
• Experience developing and implementing service procedures.
• Gas industry or utilities sector experience.
• Experience managing fault dispatch coordination or field service management.
• Experience in compliance monitoring or audit processes.
• Experience managing training delivery or coordination.