Customer Services Team Leader 12 month FTC

SmartestEnergy Limited; Worthing; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

SmartestEnergy Limited is seeking an experienced Team Leader to support the Manager in delivering an efficient, high-quality customer service. You will help resolve enquiries quickly, maintain service standards and coach the team to improve performance.

You will monitor trends, support process improvements, and ensure GDPR compliance while collaborating with the Manager and wider business to enhance the customer experience.

Qualifications

• Experience leading a team to deliver results within SLA
• Ability to coach and develop team members
• Strong planning and time-management skills
• Analytical approach to problem solving and process improvement

Responsibilities

• Lead and develop the customer service team, supporting the Manager in delivering a high-quality service.
• Monitor performance, service levels and trends; identify process improvements.
• Coach, support and escalate complex enquiries appropriately.
• Ensure compliance with procedures including GDPR and contribute to new process implementations.

Skills

Team leadership

SLA delivery

Planning & time management

Analytical problem solving

Job description

We are looking for an experienced and customer-focused Team Leader to support the Manager in delivering an efficient, high-quality service to our customers. You will play a key role in ensuring customer enquiries are resolved quickly and effectively, while maintaining agreed service standards and a consistently high level of customer satisfaction. The role combines hands‑on customer service with quality assurance, coaching, team support and the management of complex enquiries and escalations.

You will help motivate and develop the team, monitor performance and service levels, identify trends and opportunities for process improvement, and provide coaching and feedback to support individual and team development. Working closely with the Manager and wider business, you will also support the implementation of new processes and products, ensure compliance with relevant procedures including GDPR, and contribute to our success by delivering an excellent customer experience.

What skills/experience do I need to be successful?

• Strong, focused team leader skills with experience in a leadership role;

• Experienced an environment with delivering results accurately and within agreed SLAs;

• Experience of planning and time management techniques to organise own work as well customer services team effectively and in conjunction with team calendar and management requirements;

• Analytical and problem‑solving skills and ability to learn new processes quickly.

What sets us apart?

• Global Impact: With offices in the UK, US, and Australia, and plans for further expansion, you'll be part of a dynamic, globally‑minded team, with opportunities to explore new markets and make a difference on a global scale.

• Flexible Working: Embrace the freedom to work from anywhere in the world for up to 30 days a year. We prioritize work‑life balance, recognizing that your well‑being matters. Find out more here.

• Commitment to Diversity and Inclusion: We celebrate our diverse culture and value individuals irrespective of background, disability, religion, gender identity, sexuality, or ethnicity. Join a team where diversity is not just welcomed but celebrated as a key driver of growth and innovation.

What does hybrid working mean to us?

Hybrid working typically means 2 days in the office location listed on this advert and 3 days working at home each week. Some occasional travel to our other offices may be required.

What happens next?

Once we receive your application, it will be reviewed by a human – no bots here! The average process typically takes around 2-3 weeks, with 2 stages of video interviews using Teams. However, this can vary depending on the role. We may invite you for a face‑to‑face meeting or require only 1 video interview. If you have any questions or need support, our Recruitment Team is here to assist you.

We're committed to making the application process easy and comfortable. Let us know how we can help you with any reasonable adjustments that can be tailored to your needs. At the bottom of each of our adverts you can find one of our recruitment teams' contact details. Please reach out so we can discuss with you further.