Customer Experience Team Lead

Firmus Energy; Antrim; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working after training

Private Medical Cover

Enhanced pension plan

Life assurance

Group income protection

Enhanced maternity benefits

Enhanced sick pay

Recognition programs

Job summary

firmus energy, based at our Mallusk office, is seeking a Customer Experience Team Leader to guide a high-performing team delivering excellent service and achieving operational goals.

You will coach, develop and assess performance, manage attendance and customer interactions, and drive continuous improvement while ensuring compliance and strong stakeholder collaboration.

Qualifications

• Previous experience in a Team Leader or people management role.
• Proven ability to motivate, coach and develop employees.
• Experience managing performance, attendance and employee engagement.
• Strong customer service background with experience handling escalated issues.
• Ability to analyse data and performance metrics to drive improvements.
• Excellent communication and interpersonal skills.
• Strong organisational and problem-solving abilities.
• Ability to work effectively in a fast-paced environment.
• Competent in Microsoft Office applications and business systems.

Responsibilities

• Lead, motivate and support a team to achieve individual and team objectives.
• Foster a positive, inclusive and high-performance culture.
• Conduct regular one-to-ones, team meetings and performance reviews.
• Coach and develop team members to maximise performance and career development opportunities.
• Manage attendance, conduct, wellbeing and employee engagement in line with company policies.
• Monitor and analyse team and individual performance metrics.
• Identify performance trends and implement improvement plans where required.
• Recognise and reward excellent performance.
• Ensure productivity, quality and customer service targets are achieved.
• Support team members in handling complex customer interactions and escalations.
• Ensure customers receive a professional, efficient and empathetic service.
• Identify opportunities to improve the customer journey and overall customer satisfaction.
• Manage customer complaints and ensure timely resolution.
• Ensure adherence to company procedures, policies and regulatory requirements.
• Support the implementation of operational changes and continuous improvement initiatives.
• Identify process inefficiencies and work with stakeholders to develop solutions.
• Maintain accurate records and ensure team compliance with business requirements.
• Build effective working relationships across departments.
• Communicate business updates, objectives and changes effectively to the team.
• Collaborate with internal stakeholders to improve service delivery and customer outcomes.

Skills

Team Leadership

People management

Performance coaching

Customer service

Data analysis

Communication skills

Organisational skills

Problem-solving

Microsoft Office

Tools

Microsoft Office

Job description

About firmus energy

Building on our success as the largest gas supplier by consumption, firmus energy is now expanding its impact by bringing innovation, reliability, and customer-focused energy solutions to electricity. This transition marks a significant milestone in our commitment to Net Zero, and we’re looking for passionate individuals to join us at the forefront of this change. As part of our team, you’ll help shape the future of energy in Northern Ireland, supported by excellent remuneration, benefits and development opportunities in a dynamic and purpose-driven environment.

Role Overview

Based at our Mallusk office and reporting to the Head of Customer Experience, the Customer Experience Team Leader is responsible for leading, motivating and developing a team to deliver excellent customer service and achieve operational objectives. The role requires effective people management, performance coaching, customer issue resolution, and continuous improvement of processes to ensure a high-quality service is provided to customers.

The successful candidate will create a positive and high-performing team culture, ensuring business targets, service standards and compliance requirements are consistently met.

Key Responsibilities

Team Leadership

• Lead, motivate and support a team to achieve individual and team objectives.
• Foster a positive, inclusive and high-performance culture.
• Conduct regular one-to-ones, team meetings and performance reviews.
• Coach and develop team members to maximise performance and career development opportunities.
• Manage attendance, conduct, wellbeing and employee engagement in line with company policies.

Performance Management

• Monitor and analyse team and individual performance metrics.
• Identify performance trends and implement improvement plans where required.
• Recognise and reward excellent performance.
• Ensure productivity, quality and customer service targets are achieved.

Customer Experience

• Support team members in handling complex customer interactions and escalations.
• Ensure customers receive a professional, efficient and empathetic service.
• Identify opportunities to improve the customer journey and overall customer satisfaction.
• Manage customer complaints and ensure timely resolution.

Operational Excellence

• Ensure adherence to company procedures, policies and regulatory requirements.
• Support the implementation of operational changes and continuous improvement initiatives.
• Identify process inefficiencies and work with stakeholders to develop solutions.
• Maintain accurate records and ensure team compliance with business requirements.

Stakeholder Management

• Build effective working relationships across departments.
• Communicate business updates, objectives and changes effectively to the team.
• Collaborate with internal stakeholders to improve service delivery and customer outcomes.

Skills, Knowledge and Expertise

Essential Criteria

• Previous experience in a Team Leader or people management role.
• Proven ability to motivate, coach and develop employees.
• Experience managing performance, attendance and employee engagement.
• Strong customer service background with experience handling escalated issues.
• Ability to analyse data and performance metrics to drive improvements.
• Excellent communication and interpersonal skills.
• Strong organisational and problem-solving abilities.
• Ability to work effectively in a fast-paced environment.
• Competent in Microsoft Office applications and business systems.

Desirable Criteria

• Experience within the utilities sector.
• Electricity industry experience.
• Experience working within a customer contact centre or operational environment.
• Knowledge of regulatory and compliance requirements.
• Experience leading change initiatives and process improvement activities.

Benefits

• Enhanced annual leave
• Up to 15% performance bonus
• Hybrid working after training
• Private Medical Cover
• Enhanced pension plan
• Life assurance
• Group income protection
• Enhanced maternity benefits
• Enhanced sick pay
• Recognition programs

Career Progression

• Dedicated development opportunities
• Training and upskilling support

On-Site Facilities

• Free on-site parking
• Electric car charging points
• New modern office space
• High tech workstations

About firmus energy

firmus energy (supply) is Northern Ireland’s leading natural gas provider. Since our establishment in 2005, we have grown to serve over 113,000 residential and commercial customers. Our mission is to deliver safe, sustainable, and cost-effective energy solutions while prioritising customer satisfaction and innovation.

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