Customer Relationship Support

Brook Green Supply Ltd; Greater London; On-site; GBP 26,000 - 36,000; Full time

Job summary

Brook Green Supply is seeking a Customer Relationship Support specialist to handle inbound and outbound customer queries, ensuring accurate, timely resolutions and high-quality service. You will own cases from first contact to final outcome and liaise with internal teams to deliver results across the business.

You will maintain detailed CRM records (HubSpot and Junifer), provide proactive updates to customers and support billing data accuracy.

Qualifications

• Experience delivering customer-focused service in contact centres or helpdesks.
• Proven ability to manage customer issues from first contact to resolution.
• Familiarity with CRM systems (HubSpot, Junifer) and MS Office.

Responsibilities

• Act as the first point of contact for customer queries and complaints via phone, email and other channels.
• Take ownership of customer issues from initial contact through to resolution.
• Manage and resolve customer complaints, escalating complex cases appropriately.
• Maintain auditable records of interactions within CRM systems.
• Communicate proactively with customers, providing regular updates and managing expectations.
• Liaise with internal departments to investigate and resolve inquiries efficiently.
• Support collection, validation and maintenance of customer information for billing accuracy.
• Prioritise and manage workload to meet service standards and deadlines.
• Ensure work complies with processes, quality standards and regulatory requirements.
• Identify recurring issues and contribute to continuous improvement.

Skills

Customer service

Communication skills

CRM experience

Data entry

Analytical skills

Tools

HubSpot

Junifer

Microsoft Office

Job description

Brook Green Supply (BGS) is a leading independent B2B energy supplier, delivering tailored energy supply and Net-Zero solutions to industrial and commercial consumers. The Customer Relationship Support team is responsible for delivering efficient, accurate and customer-focused resolution of customer queries, acting as the primary point of contact for inbound and outbound communication. This role supports non-key accounts, ensuring customer issues are managed end-to-end with clear ownership. You will maintain strong communication with customers and collaborate across internal teams to achieve timely outcomes and high-quality customer experiences.

• Act as the first point of contact for customer queries and complaints via phone, email and other communication channels, delivering a professional and customer-focused service.
• Take ownership of customer issues from initial contact through to resolution, ensuring timely and effective outcomes in line with agreed service levels.
• Manage and resolve customer complaints, escalating complex cases appropriately while maintaining accountability throughout the resolution process.
• Maintain accurate, complete and auditable records of customer interactions, investigations, actions and outcomes within CRM systems, including HubSpot and Junifer.
• Communicate proactively with customers, providing regular updates and managing expectations throughout the customer journey.
• Liaise with internal departments and stakeholders to investigate, coordinate and resolve customer enquiries and issues efficiently.
• Support the collection, validation and maintenance of customer information, including meter readings and account data, to support billing and account accuracy.
• Prioritise and manage individual workload effectively to meet service standards, deadlines and business objectives.
• Ensure work is completed accurately and in line with established processes, quality standards, internal policies and regulatory requirements.
• Strive to achieve right-first-time resolution wherever possible, improving customer satisfaction and reducing repeat contact.
• Identify recurring customer issues, process gaps and service trends, escalating insight and recommendations to support continuous improvement.
• Monitor and manage customer escalations, ensuring they are routed through the correct channels, resolved appropriately and communicated clearly to relevant parties.
• Contribute to a positive team environment by sharing knowledge, supporting colleagues and maintaining a strong focus on service quality, with scope for progression in 12 to 18 months.
  Experience in the energy industry, ideally with commercial supply contracts.
• Demonstrable experience working in contact centres, helpdesk operations or customer support teams.
• Computer literate, with good knowledge of Microsoft Office, including PowerPoint and Excel.
• Excellent attention to detail.
• Efficient problem-solving and issue-resolution skills.
• Numerate, with good analytical skills.
• Previous experience managing a team or people is preferable.
• Excellent verbal and written communication skills.
• Able to prioritize and manage your own workload, and support workload management across the team where required.
  Brook Green Supply is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants. We will never ask if you have a disability at any point in the recruitment process. However, if you require any specific accommodations during the interview process, please let us know and we will do our best to support you.