Customer and Network Support Supervisor

Last Mile Infrastructure Group; Hamilton; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

25 days holiday

Holiday buy scheme

Discretionary bonus

EV/ULEV salary sacrifice

Cycle to work

Pension contribution

Life assurance

Discounts platform

Refer a friend

Hybrid working

Flexible hours

Private medical insurance

Sick pay

Job summary

Last Mile Infrastructure Group is recruiting a Customer and Networks Support Supervisor for Hamilton, Glasgow. You will lead the Customer Service and multi-utility network support functions and act as the primary escalation point for complex customer issues.

The role focuses on improving performance, stakeholder communications and collaboration, with hybrid working and a strong benefits package. Candidates with supervisory experience in utility services are encouraged to apply.

Qualifications

• Strong leadership and people management skills.
• Experience supervising administrative, customer service or operational support teams.
• Customer service and complaint handling skills, with ability to resolve complex issues.

Responsibilities

• Lead and supervise the Customer Service and multi-utility network support function.
• Act as the main escalation point for complex customer enquiries and complaints.
• Oversee complaint investigations, compensation claims and service issues.
• Ensure customer interactions meet procedures and regulatory requirements.
• Support Network Managers with operational, technical and customer issues.

Skills

Leadership

People management

Customer service

Complaint handling

Job description

Customer and Networks Support Supervisor – Hamilton, GlasgowJoin a leading utilities company that champions innovation and service excellence. At Last Mile, we take pride in delivering high-quality solutions across the multi-utility sector. Our Networks team is growing, and we're excited to welcome a talented Customer and Networks Support Supervisor to join us.

As Customer and Networks Support Supervisor, you will lead and support our Technical Administrators and Network Coordinators, making sure workloads are managed effectively and customers receive a high-quality service. You will help our team thrive through clear objectives, regular one to ones and development conversations. You will monitor performance and quality, encourage collaboration and continuous improvement, and be the first point of escalation for customer, technical and operational issues. You will also review key customer and stakeholder communications, escalating matters to our engineers and Network Operations Manager when needed.

What’s in it for you as a Customer and Networks Support Supervisor?

Here at Last Mile, we pride ourselves in providing a great range of benefits including a fantastic amount of annual leave, including a Christmas shut down.25 days holiday, increasing after 2 years by 1 day each year up to 30 days, plus 9 public holidaysHoliday buy schemeDiscretionary bonusEV and ULEV salary sacrifice scheme (subject to minimum length of service)Cycle to work salary sacrifice schemeUp to 7% employer pension contributionVolunteering DayLife assurance (x4 annual basic salary)Retail, travel and leisure discounts via our MilesMore benefits platformRefer a friend incentiveStream – Financial wellbeing platformEmployee assistance programmeHybrid working*Flexible start and finish times for eligible roles*Private medical insurance*Company sick pay**Some of our benefits are only applicable when you have successfully completed your probation period*

Your responsibilities as a Customer and Networks Support Supervisor:

Lead and supervise the Customer Service and multi utility network support function, keeping the Network Operations Manager informed of performance, risks and key activities. Act as the main escalation point for complex customer enquiries, complaints and stakeholder concerns. Oversee complaint investigations, compensation claims and service issues, reviewing and approving responses and decisions when required. Ensure customer interactions meet company procedures and regulatory requirements, while monitoring satisfaction and improving the customer experience. Support Network Managers with operational, technical and customer issues, escalating significant incidents, supply interruptions and regulatory risks appropriately.

Experience / Knowledge:

Strong leadership and people management skills, with experience supervising administrative, customer service or operational support teams. Customer service and complaint handling skills, with the ability to resolve complex and sensitive customer issues professionally and effectively. General appreciation of utility network operation and asset management processes within Electricity/Gas/Water utilities.

About us:

Last Mile is one of the largest last-mile multi-utility businesses in the UK. We understand construction and we know utilities. We design, build, own, and manage the ‘last mile’ of essential utilities infrastructure. With a proven history of delivering multi-utility connections across Great Britain, we provide a full suite of utility infrastructure, including clean heat networks, electricity, gas, water, wastewater and fibre. With a strong track record, deep industry knowledge and solid investor backing, we take a forward-thinking approach to the complex economic, social and environmental challenges of today, to innovate for a better tomorrow. Through Last Mile and our asset adoption businessLast Mile Asset Management, we provide a ‘one-stop shop’ for new utility connections. We’re proud to be both aGreat Place to Work®certified business and a Living Wage Employer, reflecting our commitment to supporting and valuing our people. For further enquiries, [e-mail] or visit our website atwww.lastmile.co.uk At Last Mile, we are proud to be an equal opportunities employer. We consider all applications solely on the basis of skills and experience and actively encourage candidates from all backgrounds to apply.