Customer Service Lead

Title: Service Excellence Lead

Department: Customer Operations

Reports to:Head of Billing

Location: Exchange Quay, Salford - Office based

About Us

Leep Utilities owns and operates regulated and non-regulated multi-utility networks across the UK. With sites in MediaCityUK, Liverpool Waters and Canary Wharf, our broad range of capabilities includes electricity, water and wastewater, alongside heating, cooling and hot water services.

Leep is the result of a joint venture between the independent mid-market infrastructure investment manager, Ancala Partners LLP and one of the UK’s leading private real estate investment and infrastructure companies, The Peel Group. We deliver straightforward connections throughout the UK and hold the relevant licenses that allow us to adopt regulated utilities on new developments.

The Opportunity

Reporting to the Head of Billing, you’ll be responsible for second line customer complaints and complaint escalations regarding all utilities. You will ensure that customers’ information is updated on the system and accurate records are kept. You will also complete quality call assessment across all areas of the Customer Operations teams in accordance with our quality frameworks and deliver coaching with a view to enhancing the skills of our frontline team member.

Key Responsibilities

Customer Complaint Resolution

• Handle second-line telephone responses for customer complaints across all Leep Utilities Businesses.
• Oversee complaints received in customer operations inboxes within agreed SLAs.
• Assist in day-to-day customer administration to address move-ins/outs, direct debit, and payment updates, aiming to resolve complaints.
• Assess online activity around complaints.
• Work with internal stakeholders to provide balanced responses where appropriate.

Trend Analysis and Data Reporting

• Provide regular updates on complaint trends and drivers.
• Collaborate with heads and stakeholders to identify and address process failures impacting complaints.
• Generate monthly packs and updates for the Director of Customer Operations, highlighting volumes, trends, resolutions, costs, and knowledge gaps.

Emergency Response Support

• Supply operations with information regarding water emergency queries.

Relationship Building

• Build and maintain relationships with third-party organisations related to complaints.

Quality Frameworks Maintenance

• Review and maintain quality frameworks to ensure alignment with current business practices.

Training and Development

• Conduct new starter induction training for all customer operations areas.
• Provide 6-weekly embedding training sessions to support continuous learning.
• Facilitate bi-monthly focus group meetings.
• Deliver effective coaching to individuals to enhance knowledge or skills

Regulatory Management

• Own escalated queries from industry partners and regulatory bodies
• Ensure performance levels achieved for regulatory targets
• Ad hoc duties as and when required.

About You

• Proven experience in delivering high volume exceptional Customer Service with a varied customer group with experience handling and resolving customer complaints.
• Knowledge and capability to provide information and support in responding to customer complaints and water emergency queries.
• Demonstrated ability to build and maintain effective relationships with internal and external key stakeholders.
• Excellent reporting and communication skills, previous experience providing updates for senior management, highlighting key metrics, trends, and areas for improvement is desirable.
• Understanding of quality frameworks
• Previous experience providing effective coaching and action setting.
• Ability to adapt as priorities/demands change or new challenges are identified, initiate actions and evaluate alternative solutions.

Your Development and Benefits

At Leep, we believe in stable growth and putting our people first. Our 5-year strategic growth plan gives us stability today and prepares us for the future, while nurturing a strong collaborative and supportive culture.

Our benefits include:

• Salary which aligns to your experience and skillset
• 25 days paid holiday + bank holidays
• An additional day off to celebrate your birthday
• Annual discretionary bonus
• Company pension plan
• Health Cash plan through Westfield Health
• Option to purchase additional holiday days through our Holiday Buying Scheme
• Engagement committee with events throughout the year, including Christmas Party, Summer Party and individual team socials
• Paid professional memberships relevant to your role and access to professional development opportunities

Our Values

At the forefront of everything we do:

• Safety
• Customer Promise
• Accountability
• Reliability
• Respect
• Flexibility

Equal Opportunities

Leep Utilities is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment. We do not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If you require any appropriate accommodations during the application or interview process, please let us know.