Customer & Networks Support Leader

Mile Asset Management Limited; Glasgow; Hybride; GBP 32 000 - 40 000; Plein temps

Avantages offerts par ce poste

Hybrid working

Private medical insurance

Company pension contribution

Life assurance (x4 salary)

Employee assistance programme

Résumé du poste

Last Mile in Glasgow is seeking a Customer and Networks Support Supervisor to lead our Technical Administrators and Network Coordinators, ensuring workloads are managed effectively and customers receive a high-quality service.

You will monitor performance, drive continuous improvement, handle escalations, and collaborate with engineers and the Network Operations Manager to resolve complex issues.

Qualifications

• Strong leadership and people management skills; experience supervising administrative, customer service or operational support teams.
• Customer service and complaint handling skills; able to resolve complex and sensitive customer issues professionally.
• General understanding of utility network operations and asset management in Electricity/Gas/Water.

Responsabilités

• 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.

Connaissances

Leadership

People management

Customer service

Complaint handling

Stakeholder management

Description du poste

Last Mile in Glasgow is seeking a Customer and Networks Support Supervisor to lead our Technical Administrators and Network Coordinators, ensuring workloads are managed effectively and customers receive a high-quality service.

You will monitor performance, drive continuous improvement, handle escalations, and collaborate with engineers and the Network Operations Manager to resolve complex issues.