Senior Customer Support

The Senior Customer Support Specialist is responsible for the day-to-day management of the relationship between our Client and their strategic customer segment. This role involves maintaining high levels of customer satisfaction through direct communication, both in-person and via phone, email, and chat.

Working collaboratively with internal teams—including Customer Support, Customer Success, Bill Validation, and Procurement—the Senior Customer Support Specialist also liaises with external suppliers to ensure timely resolution of customer queries within agreed service levels. Escalation of more complex issues will be directed to the Customer Support Manager when necessary.

As the dedicated point of contact for strategic clients, this position also plays a key role in gathering and sharing customer feedback with relevant departments to support continuous improvement in products and services.

Key Responsibilities

• Service Excellence
• Handle all incoming customer support calls in a professional and timely manner.
• Engage with customers via multiple communication channels (phone, email, chat) to resolve issues and provide information.
• Coordinate with suppliers to resolve queries within agreed SLAs.
• Collaborate closely with internal teams, particularly Bill Validation, Customer Success, and Procurement.
• Attend regular meetings with strategic clients—often alongside the Customer Success Manager—to maintain high service standards.
• Act as the main point of contact for strategic customers, ensuring their needs are met and exceeded.
• Capture and communicate customer feedback to internal teams to drive service and product improvements.

Skills, Knowledge & Experience

Skills – Essential

Knowledge – Essential

Knowledge – Desirable

Experience – Essential

Benefits

Our Client offers a range of rewards and incentives to recognise the hard work of their team. This includes a points-based reward scheme redeemable for shopping vouchers and an annual benefits pot that allows team members to tailor their perks. In addition, employees have opportunities to engage in volunteering and charity initiatives, supporting both personal development and community engagement.

About My Client

Our Client is a utilities and environmental consultancy focused on simplifying energy management and sustainability for organisations across the UK. Their mission is to deliver straightforward, achievable solutions that reduce complexity, improve sustainability, and support carbon reduction goals. They work with over 4,500 clients including schools, care providers, local authorities, and housing associations, offering expert advice and comprehensive support in the utilities sector.

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