Customer Service Senior Team Leader

About the role

The Customer Service (CS) Team is responsible for handling all communications with residential customers, via telephone, LiveChat, email and WhatsApp, ensuring first time resolution. 

This role of Customer Service Senior Team Leader leads a team of 10 Customer Service/Care Advisors (CSA’s/CCA’s). The role is a key managerial role that will act as the day-to-day senior escalation point at the Peterborough office, reporting directly to the Head of Customer Services.

The Customer Service Senior Team Leader must ensure consistent and high-quality customer service is provided to our residential customers, managing the team’s performance and quality, reporting back on service levels each month.

The Customer Service Senior Team Leader is responsible for providing a world-class customer service experience to our residential customers.

Key duties and responsibilities include;

Day to day management of the customer service team, holding regular 121s.

Managing all performance, conduct or absence management concerns within the CS Team to ensure call centre KPIs are met.

Implementation of training plan including onboarding training and ongoing system and process training and coaching to ensure that all CSA’s/CCA’s are kept up to date with new processes and/or system improvements and knowledge gaps are resolved immediately.

Resource planning, forecasting and management of the weekly team shifts, ensuring that the Customer Service function is adequately resourced at all times.

Intraday management of team to ensure each communication channel is covered with appropriate resource, to achieve service quality SLAs.

Provide weekly and monthly reporting and presentation of KPIs, identifying trends through analysis of customer service data to ensure continuous improvement.

Support recruitment of the customer service team (where needed).

Act as the point of escalation for any complex customer queries or requested manager call backs within the required timeframe.

Escalating system issues to both internal teams and external parties.

Contribute to our culture of continuous improvement, supporting the identification and development of new functions, processes and technologies.

Location and working hours:

5 hours per week Monday to Friday 08:00 to 16:30

60-minute lunch break (unpaid) during each working day.

Office location: Stuart House, St Johns Street, Peterborough, PE1 5DD

Preferably full time in the office.

Required skills and attributes:

Knowledge & Industry Experience

Experience within the utilities marketplace is highly desirable.

Strong understanding of customer service operations and service‑delivery frameworks (e.g., SLAs, KPIs, quality standards).

Prolific in telephony platforms, highly comfortable in data collection and analysis.

Performance & Results

Demonstrable track record of achieving high performance results, meeting or exceeding SLAs.

Evidence of delivering performance improvements within teams or processes.

Customer Service Excellence

Excellent customer service skills with proven experience effectively resolving complex customer complaints.

A customer‑focused mindset with the ability to handle challenging situations calmly and professionally.

Problem Solving & Technical Skills

Strong ability to identify, troubleshoot and resolve system or process issues.

Good IT and systems proficiency, with the ability to learn new platforms quickly.

Leadership & People Skills

Proven people management experience with strong leadership, coaching and mentoring capabilities.

Ability to motivate, guide, and develop team members to achieve their full potential.

Organisational & Time Management

Highly organised with the ability to multi‑task and manage a varied and fast‑paced workload.

Excellent time‑management skills and ability to prioritise effectively.

Personal Attributes

Proactive, positive, and solutions-focused approach with a strong “can‑do” attitude.

A collaborative team player with good humour and the ability to build strong working relationships.

Benefits:

Salary:  Competitive salary based on knowledge, skills and experience.

Holiday Allowance: 26 days of holiday per year (including birthday leave) plus English bank and public holidays, plus an additional day of Birthday leave.

Pension Scheme: Employer pension contribution matched at 4%.

Employee Assistance Programme (EAP): Free, confidential support available for personal and professional challenges.

Corporate Social Responsibility (CSR) Programme: "DO RIGHT WITH INSITE" provides up to 2 paid days off per year for volunteering with company-led initiatives. Additional information can be viewed here

Social Events: Regular company social events, including an annual Summer Party and Christmas Party.

This benefits package offers a vibrant and supportive work environment, with opportunities for professional growth, work-life balance, and community engagement.

About Insite

Established in 2009, Insite Energy is a dynamic, fast-growing company that provides services to heat network suppliers in the UK. The services provided include metering & billing of residential customers, the installation (and retrofit) of credit billed and pay-as-you-go equipment, and ongoing maintenance and management of the heat network schemes.

We pride ourselves on our commitment to working as one team to put the customer and client first, delivering a reliable, competitive, and professional service. We are tireless in our efforts to be the best at what we do, which is reflected in our Trustpilot rating.  With just over 90 current employees, we are small but mighty, delivering more by working together.

At Insite Energy, we embrace diversity and inclusion. We value all backgrounds, identities, and experiences. We're committed to providing equal opportunities for all and offering reasonable adjustments to ensure accessibility and inclusivity throughout the application process and in the workplace.

Our Values: 

Community

Innovation

Excellence

Sustainability

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