Support Delivery Lead: AHT, Phones & CX

Tem-Energy; Greater London; Vor Ort; GBP 45.000 - 70.000; Vollzeit

Benefits dieser Stelle

Stock options

25 days holiday

Remote first and flexible working

Remote setup allowance

Wellbeing budgets

Zusammenfassung

Tem-Energy in the United Kingdom is seeking a Customer Support Manager to own delivery of core support improvement projects, including AHT reduction, phone systems rollout, and the complaints process, reporting to the CX lead.

You will lead a small team, drive support metrics, and build automations to remove friction while ensuring high-quality service. This role supports Tem-Energy’s expansion and customer-first vision.

Qualifikationen

• 2-3+ years leading or managing a small support team in a fast-moving environment.
• Track record delivering measurable improvements to support metrics (AHT, response times, resolution).
• Experience integrating voice systems into a wider channel mix (chat, WhatsApp).
• Demonstrated leadership that motivates teams and maintains high standards.

Aufgaben

• Own delivery of the AHT reduction project: plan, run, and report against targets.
• Lead the phone systems rollout as a discrete project with our support software.
• Run the complaints process end to end.
• Lead a small team of direct reports, coaching to hit targets and uphold standards.

Kenntnisse

Leadership

Process improvement

AHT reduction

Multi-channel support

People coaching

Tools

Phone systems

CRM software

AutOps systems

Jobbeschreibung

Tem-Energy in the United Kingdom is seeking a Customer Support Manager to own delivery of core support improvement projects, including AHT reduction, phone systems rollout, and the complaints process, reporting to the CX lead.

You will lead a small team, drive support metrics, and build automations to remove friction while ensuring high-quality service. This role supports Tem-Energy’s expansion and customer-first vision.