Hybrid Customer Service Team Leader — Lead, Coach & Improve

SmartestEnergy Business Limited; Worthing; Hybrid; GBP 32,000 - 40,000; Full time

Job summary

SmartestEnergy Business Limited in Worthing is seeking an experienced Team Leader for the Department Operations - Customer Service. The role combines hands-on customer service with quality assurance, coaching and managing complex enquiries and escalations to maintain high customer satisfaction.

You will motivate and develop the team, monitor performance and support new processes while ensuring GDPR compliance and strong service standards. Hybrid working with in-office and remote days is offered.

Qualifications

• Strong, focused team leadership in a previous role.
• Experience delivering results accurately within SLAs.
• Ability to plan and manage time to organise work and team schedules.
• Analytical and problem-solving skills and ability to learn new processes quickly.

Responsibilities

• Support the Manager in delivering an efficient, high-quality service to customers.
• Resolve customer enquiries quickly and effectively while meeting service standards.
• Coach and develop team members and monitor performance.
• Handle escalations and manage complex enquiries.
• Support process improvements and GDPR compliance.

Skills

Team leadership

SLA management

Time management

Analytical thinking

Customer service

Job description

SmartestEnergy Business Limited in Worthing is seeking an experienced Team Leader for the Department Operations - Customer Service. The role combines hands-on customer service with quality assurance, coaching and managing complex enquiries and escalations to maintain high customer satisfaction.

You will motivate and develop the team, monitor performance and support new processes while ensuring GDPR compliance and strong service standards. Hybrid working with in-office and remote days is offered.