Customer Experience Team Lead

Firmus Energy; Belfast City District; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

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

Recognition programs

Dedicated development opportunities

Training and upskilling support

Free on-site parking

Electric car charging points

New modern office space

High tech workstations

Job summary

firmus energy is seeking a Customer Experience Team Leader to lead a high‑performing team at the Mallusk office, reporting to the Head of Customer Experience. You will drive excellent service, performance coaching and continuous process improvement to meet targets and regulatory requirements.

You will foster an inclusive culture, manage attendance and engagement, analyse performance data and collaborate with stakeholders to enhance the customer journey.

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.
• 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.

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

Coaching

Performance management

Customer service

Communication

Data analysis

Regulatory/compliance

MS Office

Stakeholder collaboration

Utilities sector experience

Job description

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.

Community Background: We are required to monitor the community background of applicants and employees under the Fair Employment and Treatment (NI) Order 1998. Regardless of whether you actually practice a particular religion, most people in Northern Ireland are perceived to be members of either the Protestant or Roman Catholic communities. We therefore ask you to indicate your community background by ticking the appropriate box below.

Under fair employment legislation and associated monitoring regulations, we have a legal duty to provide an annual monitoring return to the Equality Commission. To do this we must obtain appropriate data on applicants.

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

• 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

• 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.
• 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.
• 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
• Recognition programs
• 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

firmus energy(supply) is Northern Ireland’s leadingnatural 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.

The application deadline for this role is October 29, 2026