Support Delivery Lead — AHT Reduction & Phone Systems

Tem-Energy Limited; United Kingdom; Remote; GBP 55,000 - 85,000; Full time

Job summary

Tem-Energy Limited is hiring a Customer Support Manager in the United Kingdom to own delivery of core support improvement projects, including AHT reduction and phone-system rollout. You will lead a small team, coach staff, and partner with the CX lead to raise service standards.

The role focuses on proactive issue resolution, end-to-end complaints handling, and building automations that remove friction from the support process, while tracking metrics and delivering on time.

Qualifications

• 2-3+ years leading or managing a small support team.
• Track record delivering improvements to AHT, response times, and channel integration.
• Proactive, approachable leadership that motivates the team.
• Capable of handling complex second-line cases when needed.
• Experience in a regulated industry is a plus.

Responsibilities

• Own delivery of core support improvement projects (AHT reduction, phone rollout, complaints process).
• Lead the AHT reduction project and report progress.
• Lead phone systems rollout with our support software.
• Run complaints process end to end.
• Lead a small team of direct reports, coaching to hit targets.
• Report to the CX lead.
• Track key metrics (AHT, first response time, complaint resolution) and flag risks.
• Build automations to remove friction from the support process.
• Unravel complex second-line cases with a steady hand.
• Work at pace while maintaining quality.

Skills

Leadership

Support metrics

People management

Project management

Customer service excellence

Job description

Tem-Energy Limited is hiring a Customer Support Manager in the United Kingdom to own delivery of core support improvement projects, including AHT reduction and phone-system rollout. You will lead a small team, coach staff, and partner with the CX lead to raise service standards.

The role focuses on proactive issue resolution, end-to-end complaints handling, and building automations that remove friction from the support process, while tracking metrics and delivering on time.