Customer Support Lead

Beta; Belfast City District; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Annual bonus

22 days annual leave + 11 bank hols

Pension scheme with company matching 6

Life assurance

Private medical insurance

Staff transport from city centre

Job summary

Beta in Belfast is seeking an experienced Customer Service Manager to lead a busy contact centre and drive training, development and performance initiatives. This office-based role requires strong leadership to coach teams, manage performance, and deliver exceptional customer experiences.

The successful candidate will oversee training delivery, compliance with ISO 22458, and recruitment strategies while fostering an inclusive, high-performing environment for staff and customers alike.

Qualifications

• Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above.
• OR 4 years supervisory and leadership experience in a contact centre environment.

Responsibilities

• Training Support and Development: assess training requirements, develop and deliver training while ensuring regulatory adherence and inclusive service.
• Leadership and Management: lead direct reports, performance appraisals, and career development pathways.
• Contact Centre: lead advisors, drive recruitment/retention, conduct team meetings and one-to-ones, ensure inclusive service delivery.

Skills

Leadership

Coaching & development

Complaint resolution

Job description

Are you currently looking to change your current job and have experience managing in a Customer Service environment? If you are passionate about delivering excellent customer service, then we want to hear from you!

This is an exciting opportunity to work for a friendly team in an industry leading utility company. You will be joining a team of people who are united in achieving our corporate objectives and who are willing to go the extra mile to deliver excellent service to our customers.

Please note this is an office based roles. We cannot offer remote or hybrid working.

As an equal opportunity employer, we welcome applications from all ages and backgrounds.

Key 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 along with the Training and Compliance Lead to ensure regulatory adherence and service excellence. Act as lead and champion vulnerability awareness across Customer Services to deliver an inclusive service with excellent customer experiences and fair outcomes for consumers requiring additional support in line with ISO 22458.
• Leadership and Management - Provide effective leadership and management of direct reports through regular performance appraisals, goal setting, and professional development planning. Within Customer Services foster overall team performance through coaching, mentoring, and skills development whilst ensuring clear accountability frameworks and career progression pathways that align with organisational objectives and individual aspirations.
• 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, drive staff engagement initiatives and implement reward and retention programmes to support staff motivation and career development, and assist with recruitment and retention strategy for Customer Services department. Undertake return to works, and performance reviews in line with company policy.

Essential Qualifications

• Minimum of 5 GCSE passes (or equivalent) to include English and Maths at Grade C or above
• OR 4 years supervisory and leadership experience in a contact centre environment

Essential Experience

• At least three years' management experience in a contact centre or customer service environment.
• Proven experience managing complaint resolution processes.
• Experience with performance management and team development.

What's in it for you?

• annual on target bonus
• you will receive 22 days annual leave plus 11 bank holidays (this increases with length of service).
• enrollment into the Company pension scheme on commencement and upon meeting qualifying criteria the Company will match your pension contributions up to 6%.
• life assurance whist employed by the Company.
• private medical insurance upon meeting qualifying criteria.
• free staff transport from city centre

Does this sound like you?

We hope you can say Yes to all of the characteristics below - they are in the DNA of all our fantastic employees. Are you someone who:

• Respects diversity and behaves in an inclusive manner.
• Has a can-do attitude.
• Can evolve and adapt quickly.
• Wants to deliver positive change to the customer and communities that we serve.
• Recognises that we can achieve more through teamwork.

A little more about us

We were established in 1996 to bring natural gas to the Greater Belfast area of Northern Ireland, where there was previously no natural gas distribution network.

Since 1996 local, national and international partnerships have delivered an investment of over £500 million into the Northern Ireland economy and the wider natural gas industry now provides employment to over 2,500 people. We continue to invest in infrastructure that currently has in excess of 256,000 domestic and business customers connected, and continues to grow at around 8,000 new customers each year.