Customer Lifecycle Team Lead

Job Description

The Role

Brook Green Supply (BGS) is an independent energy supplier, providing energy supply solutions to industrial and commercial consumers. By working with large energy consumers, BGS provides a high degree of specialism and focus to customers.

Reporting to the Operations Manager, the Onboarding & Offboarding Team Leader will lead the team responsible for onboarding customers from account step-up through to first bill and managing the offboarding of customers from the deemed portfolio.

Working within Operational Services, you will act as the key link between Operational Services, Sales, Billing and Customer Operations. The role is focused on a smooth, commercially sound and well-controlled customer journey from initial service set-up through to exit, while driving continuous improvement across both processes.


Essential functions of the job:

• Lead, manage and develop the Onboarding & Offboarding team, setting clear objectives and monitoring performance against agreed service levels.
• Own the onboarding process from service set-up through to first bill, ensuring a smooth and timely customer experience with complete and accurate data.
• Work with the wider business to ensure registered supplies go live on schedule, producing required reporting and escalating objections or issues for resolution.
• Ensure Vendor Questionnaires and Portals are identified and completed at the earliest opportunity to prevent late payment, maintaining a central repository for responses.
• Manage assessment of the deemed customer portfolio and lead offboarding to alternative suppliers, balancing customer outcomes, credit risk and bad debt prevention.
• Liaise with the Direct Sales channel to identify potential target-market opportunities from the deemed portfolio.
• Oversee accurate appointment of Direct Agents, including MS and DS arrangements, working with Settlements to ensure metering and data agents are reflected accurately in contract and billing records.
• Build and maintain strong working relationships with Sales, Billing and Customer Operations to resolve cross-departmental issues and support a joined-up customer journey.
• Champion continuous improvement across onboarding and offboarding processes, identifying inefficiencies and implementing changes that improve quality, speed and customer experience.
• Act as the team subject matter expert for HubSpot and Optimus Customer & Business, identifying process and reporting improvements and working with Tech and Change to implement them.
• Maintain a strong working knowledge of Junifer to support account set-up, billing queries and data accuracy across the customer lifecycle.
• Monitor and report on team performance, volumes and risk indicators, including deemed portfolio exposure and onboarding delays, to senior management.
• Support the wider Operational Services team as required.

Skills & Experience required:

• Proven experience leading or supervising a team in an operational, customer service or utilities environment.
• Energy sector experience is desirable, especially within industrial and commercial supply or customer operations.
• Strong understanding of continuous improvement principles, with a track record of identifying and implementing practical process improvements.
• Excellent commercial awareness, with sound judgement in managing offboarding, preventing bad debt and assessing customer or credit risk.
• Good working knowledge of HubSpot, with the ability to identify gaps and suggest practical improvements.
• Working knowledge of Junifer or a similar billing or CRM platform used in energy or utilities.
• Understanding of metering and data agent arrangements, including MS, MAM and DS, with awareness of Market-wide Half Hourly Settlement changes.
• Excellent written and verbal communication skills, with the confidence to liaise with internal departments and external stakeholders, including customers, brokers and managing agents.
• Highly organised, with the ability to manage competing priorities and lead a small team through a varied and evolving workload.
• Able to use reporting and operational data to identify risks, track service levels and support management decision-making.

Brook Green Supply is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees, contractors and job applicants.