Due to an internal transfer, we have an exciting opportunity for a Customer Excellence Representative - Team Lead to join our team at Northpower. Reporting to the Customer Excellence – Service Manager, you'll be at the heart of ensuring exceptional service and support for our Electricity and Fibre Network customers. This is a hands-on role where you'll be expected to lead by example, manage complaints, handle escalations, and drive continuous improvement initiatives.

Your Responsibilities Include:

Provide outstanding customer service by responding to queries, processing new connections, and ensuring requests are managed within agreed timeframes
Act as the main escalation point for challenging complaints, utilizing your problem-solving skills to resolve issues swiftly and effectively
Motivate and guide your team while empowering and mentoring them, to ensure timely delivery of high-quality work
Take charge of ongoing projects related to system improvements, tools, and process enhancements
Build strong relationships with internal teams, external customers, contractors, and service providers, ensuring seamless communication and resolution of issues
Conduct site visits to address complaints and support other parts of the business as required.
Monitor service levels, report on KPIs, and contribute to business improvement suggestions