Customer Care Lead

Job Description

About the Role

We’re looking for a motivated and people-focused Customer Care Lead to join our growing utilities team. You’ll play a key role in leading our customer care advisors, ensuring every customer receives exceptional service, quick resolutions, and a positive experience — whether that’s over the phone, by email, or through digital channels.

You’ll act as a mentor and escalation point for your team, supporting them to deliver outstanding results while ensuring compliance with industry standards and company values. If you’re passionate about developing people and improving customer journeys, this role is for you.

What You’ll Be Doing

• Acting as the main point of contact for complex or escalated customer issues.
• Monitoring service levels and performance metrics (e.g. response times, complaint resolution).
• Supporting vulnerable customers and ensuring regulatory compliance (Ofwat, or equivalent).
• Identifying process improvements and working cross-functionally to implement positive change.
• Producing and sharing performance insights to continuously enhance customer experience.

Qualifications

What We’re Looking For

• Experience in a customer service leadership or supervisory role — ideally within utilities or another regulated industry.
• Excellent communication, empathy, and problem-solving skills.
• Confidence using computer systems
• Strong organisational skills with an eye for continuous improvement.

Desirable

• Understanding of Ofwat standards or experience supporting vulnerable customers.
• Familiarity with smart metering, billing, or field service operations.