Escalations & Resolutions Team Leader

About Sureserve Energy Services Meters: Sureserve Energy Services Meters (formerly Providor), a proud subsidiary of Sureserve Group Limited, is a leading provider of domestic smart meter installations across the UK, working with three of the "Big Six" energy suppliers. We are dedicated to advancing energy efficiency and sustainability through innovative metering solutions. Our mission is to empower consumers and businesses with accurate, real‑time data, enabling informed energy decisions. Purpose of the role: The Escalations and Resolutions Team Leader oversees the team that handles complex customer issues, formal complaints, and high priority cases. The role focuses on fair outcomes, timely responses, and strong communication. The Team Leader supports the team day to day, removes roadblocks, and drives service improvements. Key Responsibilities: Lead, support, and develop the Escalations and Resolutions team. Allocate cases, monitor workload, and ensure cases are managed within agreed timeframes. Review escalated complaints and guide the team on next steps, risk, and suitable outcomes. Act as the point of contact for senior stakeholders on sensitive or high‑risk cases. Make clear, evidence‑based decisions on complex complaints. Ensure all communication with customers is accurate, fair, and consistent. Identify trends, repeat issues, and process gaps, then recommend improvements. Report on team performance, case volumes, root causes, and customer outcomes. Support coaching and training to build team confidence and capability. Promote a culture focused on service, accountability, and resolution. Skills and Experience Strong background in complaints handling, customer resolutions, or a similar role. Proven experience leading or mentoring a team. Confident decision maker who can balance customer needs with business requirements. Clear and calm communication, especially in sensitive situations. Strong attention to detail and good written skills. Ability to work under pressure and manage changing priorities. Good understanding of relevant regulations or industry standard. Salary £27,852+and a discretionary bonus based on successful achievement of monthly KPI’s The Individual: Strong background in complaints handling, customer resolutions, or a similar role. Proven experience leading or mentoring a team. Confident decision maker who can balance customer needs with business requirements. Clear and calm communication, especially in sensitive situations. Strong attention to detail and good written skills. Ability to work under pressure and manage changing priorities. Good understanding of relevant regulations or industry standard. What we are offering: Competitive salary Contributory Pension scheme Life assurance 29 days annual leave inclusive of bank holidays Enhanced maternity, paternity, adoption leave, and other family‑friendly policies such as carer’s leave, neonatal leave, IVF, and assisted conception leave. Sureserve Benefits Hub, accessing over 1,000 retail discounts Virtual GP service, 24/7, 365 days, available for employees and your immediate family Employee assistance programme (EAP), available 24/7, 365 days, for employees and your immediate family Bike2Work scheme Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Reasonable adjustments As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact SESM.Careers@Sureserve.co.uk. Pre‑employment checks Successful applicants will be subject to eligibility checks with a 3rd party, including the right to work in the UK and DBS checks. #J-18808-Ljbffr