Customer Service Team Leader

Cathedral Appointments Ltd; Exeter; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

A purpose-driven energy consultancy is seeking a Customer Service Team Leader to manage key client relationships and lead the Client Services Managers in Exeter. This role involves stabilizing and scaling client services while ensuring high-level delivery. Ideal candidates will have client services experience and strong leadership abilities. The company offers a salary of up to £32,000, a hybrid work environment, and opportunities for ongoing training. Join an organisation committed to sustainability and making a significant impact in the industry.

Benefits

26 days holiday plus bank holidays

Ongoing training and development opportunities

Collaborative and dynamic work environment

Parking available

Qualifications

• Experience in a client services, customer success, or account management role.
• Proven ability to combine hands‑on client work with team leadership.
• Comfortable managing complex clients and service delivery against SLAs.

Responsibilities

• Manage a portfolio of key clients, acting as a senior point of contact.
• Lead, support, and prioritize the workload of Client Services Managers.
• Act as an escalation point for complex client and supplier issues.

Skills

Client services experience

Team leadership

Organizational skills

Communication skills

CRM or ticketing systems proficiency

Job description

UP TO £32,000 DOE | HYBRID | EXETER

A purpose-driven energy consultancy is seeking a Customer Service Team Leader to play a key role in the next phase of its growth. Originally rooted in energy procurement, the business is evolving into a full-service consultancy, supporting clients across cost management, consumption insight, carbon reporting, net zero planning, and sustainability platforms. The organisation works with large, complex clients and is recognised for its strong ethical and sustainability credentials.

The Role:

This is a key leadership hire within a growing Client Services / Customer Success function. The role is hands‑on, combining front‑line client delivery with people leadership, and will focus on stabilising, structuring, and scaling client services. You will have the opportunity to shape how customer success is embedded across the organisation and support the business through its next stage of growth.

Responsibilities of the Customer Service Team Leader:

• Manage a portfolio of key clients, acting as a senior point of contact.
• Lead, support, and prioritise the workload of Client Services Managers.
• Act as an escalation point for complex client and supplier issues.
• Implement and improve service processes, including SLAs and ticket prioritisation.
• Work closely with sales and consultancy teams to support retention and add value.

Requirements of the Customer Service Team Leader:

• Experience in a client services, customer success, or account management role.
• Proven ability to combine hands‑on client work with team leadership.
• Comfortable managing complex clients and service delivery against SLAs.
• Strong organisational and communication skills.
• Confident using CRM or ticketing systems and workflow tools.

Benefits for Customer Service Team Leader:

• Monday to Friday 9‑5 with 1 hour for lunch
• Parking available
• 6 x life cover
• Ongoing training and development opportunities
• Collaborative and dynamic work environment
• Opportunity to work within a purpose‑led organisation focused on sustainability
• Exposure to complex, large‑scale client environments
• 26 days’ holiday plus bank holidays, rising to 28 days after two years’ service

If you are a client‑focused professional looking to make an impact within a purpose-driven organisation focused on sustainability and continuous improvement, we would love to hear from you. Please apply today to discuss this opportunity in confidence.

Note on Sponsorship: We regret to inform you that at this time, we are unable to offer sponsorship for work authorisation for this role. Therefore, candidates must possess valid authorisation to work in the UK without requiring visa sponsorship.
Recruitment Consultant: Georgia Parkhouse