Customer Support Lead

Phoenix Energy; Belfast; On-site; GBP 30,000 - 34,000; Full time

Job summary

A utility services company based in Belfast is seeking a CS Lead to manage customer services and the contact centre. This role includes overseeing team performance, complaint resolution, and operational excellence through data analysis. The ideal candidate will have at least three years of management experience in customer service, strong leadership skills, and excellent organizational abilities. The position offers a competitive salary and a permanent contract with weekly hours of 37.

Qualifications

• Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above.
• At least three years’ management experience in a contact centre or customer service environment.
• Strong leadership and people management skills with the ability to motivate teams.

Responsibilities

• Lead Customer Services and manage the contact centre operations.
• Provide effective leadership and management of direct reports.
• Ensure timely issuance of prepayment faults and manage customer complaints.

Skills

Team Development

Leadership

Complaint Handling

Data Analysis

Organizational Skills

Communication Skills

Education

5 GCSE passes including English and Maths

Tools

Microsoft Office Applications

Customer Service Systems

Job description

The CS Lead will lead Customer Services, managing the contact centre, PAYG fault dispatch performance, complaint resolution, failure management and regulatory compliance. This role encompasses team leadership, business reporting, training support, and administration of customer incentive schemes. The CS Lead will drive operational excellence through data analysis, staff development, and process improvement whilst ensuring inclusive service delivery and customer satisfaction across all touch points.

Responsibilities

• Training Support and Development - Proactively support the Customer Services and Operations Manager in assessing training requirements and compliance obligations across Customer Services, developing and delivering appropriate training solutions
• Leadership and Management - Provide effective leadership and management of direct reports through regular performance appraisals, goal setting, and professional development planning
• Contact Centre - Lead and motivate customer advisors to handle telephone calls, emails and prepayment faults ensuring efficient and inclusive service delivery in line with ISO 22458, conduct regular team meetings and one-to-one sessions.
• CS Dispatch PAYG Faults and Pre-Surveys - Manage the receipt and timely issuance of prepayment (PAYG) faults reported by customers to engineers, ensuring compliance with Standards of Service response time requirements
• CS Procedures - Identify and address any gaps whilst ensuring existing Customer Services procedures are fit for purpose through continual monitoring and review
• Customer Incentive Administration - Manage comprehensive administration of customer connection incentive claims
• Customer Info Box (Email) Manage all emails received and ensure responses are sent in line with regulatory and licence requirements
• CS Manage Reports - Compile, produce and maintain Customer Services management reports relating to operational activities, service delivery, and performance metrics to develop processes and procedures that drive continuous improvement
• Policy Implementation - Assist in implementing policies, processes, and procedures relevant to Customer Services
• Failure Management Connections - Oversee failure management processes including issuing management reports to minimise service disruptions and maintain performance standards, liaising with key internal and external stakeholders
• Complaints - Act as point of contact for complaints within CS and responding to all complaints and enquiries received from customers, CCNI, and political representative in line with statutory response times
• Projects Assist in the development, testing, training and implementation of new projects
• Cross-Coverage and Team Support - Work collaboratively with the Customer Services and Operations Manager, Training and Compliance Lead and Customer Operations Lead to provide mutual support during periods of absence, ensuring continuity of service
• Establish, develop, and maintain effective working relationships with all work colleagues, contractors and partnering agencies to ensure an integrated contribution to Phoenix’s corporate objectives
• Observe and comply with policies and procedures for Health and Safety at Work and observe and continually promote equal opportunities and customer care in compliance with organisational aims and objectives
• Participate in learning and development activities that develop personal effectiveness and assist in improving performance in the role
• Undertake any other duties as may reasonably be required in line with the level of responsibility of the post and to meet the changing needs of the organisation
• To promote and adhere to the workplace values of Respect All, Dynamic, Forward Looking, Serving Community Needs and Excel Together

Skills and Qualifications

• Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above
• At least three years’ management experience in a contact centre or customer service environment
• Experience with performance management and team development
• Strong leadership and peoplemanagement skills with the ability to motivate and develop teams
• Excellent complaint handling and conflict resolution abilities
• Strong analytical skills with the ability to interpret data and identify trends
• Proficient in developing management reports and performance metrics
• Excellent written and verbal communication skills
• Strong organisational skills with ability to manage multiple priorities.
• Ability to work collaboratively across departments with external stakeholders.
• Proficiency in customer servicesystems and Microsoft OfficeApplications.
• Gas industry or utilities sector training certifications
• Experience in a regulated industry environment (utilities, healthcare, financial services).
• Experience developing and implementing service procedures.
• Gas industry or utilities sector experience.
• Experience managing fault dispatch coordination or field service Application/Interview management.
• Experience in compliance monitoring or audit processes.
• Experience managing training delivery or coordination
• Knowledge of ISO 22458 vulnerability awareness standards.
• Understanding of utility industry Standards of Service requirements.
• Presentation and facilitation skills for training support.
• Knowledge of adult learning principles for training coordination.

Vacancy ID 1749509, Job ref. P1552, Job Sector: Customer Service and Call Centre, Area: Belfast, Location: Belfast, Salary £30,000 - £34,000 per annum, No. vacancies 1, Contract Type: Permanent, Weekly hours: 37, Published date: 08/12/2025, Closing date: 15/12/2025, Worktime: Monday - Thursday 8.30am - 5pm, Friday 8.30am - 4.30pm