Customer Care Lead

About the RoleWe’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 DoingActing 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.