Customer Relationship Support

Brook Green Supply; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Brook Green Supply, a leading independent B2B energy supplier, seeks a Customer Relationship Support professional in Greater London. You will be the first contact for queries, own issues end-to-end, and collaborate with internal teams.

You’ll maintain records in HubSpot and Junifer, provide proactive updates, and ensure right-first-time resolutions to enhance customer satisfaction. This role emphasizes strong communication, attention to detail, and the ability to manage workloads to meet service

Qualifications

• Experience in energy sector and commercial supply contracts preferred.
• Background in contact centres, helpdesk operations or customer support.
• Proficient in Microsoft Office (PowerPoint and Excel) and data handling.
• Excellent attention to detail and accuracy.
• Strong problem-solving and issue-resolution abilities.
• Numerate with good analytical skills.
• Leadership experience is a plus.
• Excellent verbal and written communication skills.
• Ability to prioritise own workload and support team workload management.

Responsibilities

• Act as the first point of contact for customer queries and complaints via phone, email and other channels.
• Take ownership from initial contact through to resolution, ensuring timely outcomes.
• Manage and resolve customer complaints and escalate complex cases as needed.
• Maintain accurate and auditable records in CRM systems (HubSpot, Junifer).
• Provide proactive updates to customers and manage expectations throughout the journey.
• Co-ordinate with internal teams to resolve enquiries efficiently.
• Support collection, validation and maintenance of customer data for billing accuracy.
• Prioritise and manage workload to meet service standards and deadlines.
• Ensure work aligns with processes, standards, and regulatory requirements.
• Strive for right-first-time resolution and improve customer satisfaction.
• Identify recurring issues and suggest improvements.

Skills

Energy sector experience

Contact centre experience

Office software

Attention to detail

Problem solving

Numeracy

Teamwork/leadership experience

Communication skills

Workload management

Tools

HubSpot

Junifer

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.

Essential Functions of the Job:

• 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.

Skills & Experience Required:

• 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 prioritise 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.