Customer Services Team Leader

About Switch2

At Switch2, we’re helping customers and communities transition to more sustainable living through smart heat and energy solutions. As a trusted partner in the UK’s journey to net zero, we operate at the heart of the low-carbon transition — and our Customer Operations team plays a key role in delivering that experience every day.

The Opportunity

We’re looking for a Customer Services Team Leader to lead and inspire a team delivering exceptional service across our customer base.

This role goes beyond day-to-day management. You’ll play a key part in shaping the customer experience, driving team performance, and improving how we deliver service. You’ll bring together strong people leadership with operational control and a focus on continuous improvement, helping to reduce avoidable contact and create better outcomes for both customers and the business.

What You’ll Be Responsible For

Leading and developing the team

You will lead, coach and develop a team of Customer Service Representatives, supporting them to deliver consistently high standards of service. This includes regular one-to-ones, ongoing coaching, and creating a culture of ownership and accountability. You will also support recruitment, onboarding and development, while maintaining a strong focus on team engagement and wellbeing.

Delivering a high-quality customer experience

You will ensure all customer interactions across phone, email, webchat and social media are handled professionally and efficiently, with a focus on first-time resolution. You’ll act as an escalation point for more complex or sensitive issues, including complaints, and ensure these are managed in line with policy and expectations. A key part of the role is identifying where the customer experience can be improved and taking action to drive those changes.

Driving operational performance

You will manage team workloads, priorities and queues to ensure KPIs and SLAs are met. Using performance data, you’ll identify trends in contact, understand root causes and take proactive action to improve performance. This includes monitoring productivity, quality and customer satisfaction, and ensuring work is completed accurately and on time.

Supporting continuous improvement

You will use insight from customer contact, complaints and performance data to identify opportunities to reduce demand and improve efficiency. This may include improving processes, refining customer communications, and supporting the introduction of new systems or ways of working. You’ll also play a role in promoting digital and self-serve options to customers.

Working collaboratively across the business

You will work closely with teams such as Billing, Engineering and Account Management to ensure customers receive a seamless service. Acting as a link between frontline operations and the wider business, you will help ensure issues are resolved effectively and improvements are implemented where needed.

Providing operational support as needed

As a hands-on leader, you will step in to support the team during peak periods or when required, maintaining service levels in a fast-paced and changing environment.

What We’re Looking For

Skills and experience

Strong experience in a customer service environment, ideally within a contact centre

Previous experience leading, coaching or supporting a team

Experience managing performance against KPIs and service levels

Ability to use data and insight to inform decisions and drive improvement

Experience handling escalations and customer complaints

Behaviours

A strong people leader who enjoys developing others

A genuine focus on delivering a great customer experience

Proactive and solutions-focused, with the ability to identify and resolve issues

Confident communicator with the ability to influence others

Well organised and able to manage competing priorities

Collaborative and team-oriented

Qualifications

GCSE (or equivalent) essential

Relevant customer service or leadership qualifications are desirable

Why Join Us

This is an opportunity to be part of a business that is making a real difference in supporting the UK’s sustainability goals. You’ll have the chance to shape how customer service is delivered, not just manage it day-to-day. We offer a supportive, collaborative working environment, with opportunities for development and progression.