Job Location: Cardiff
Salary: £34,143
Contract type: Permanent
Posting End Date: 09/06/2026
Overview
At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years. We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.
Purpose of this role
To put our customers’ needs at the heart of everything we do, to be passionate about customer service and strive to always deliver an exceptional customer experience, to be a brand advocate and champion always, and to lead a Customer Service Team that delivers outstanding customer service to all current and potential future customers across our multiple brands.
Key Responsibilities
- Lead a team of Customer Service Advisors in delivering an exceptional customer experience across all our brands.
- Ensure the Retail department meets and exceeds customers’ expectations, ensuring departmental objectives are met.
- Actively lead by example, demonstrating strong leadership skills to further grow the business.
- Champion and promote a supportive coaching culture where team members continuously develop their skill sets, competencies, and confidence.
- Undertake quality assurance within your team, identifying gaps in skill and process.
- Recognise and celebrate good performance.
- Deliver training to enable the Retail department to skill our advisors to the highest level, ensuring exceptional service to customers.
- Identify future training needs by staying abreast of advisor and customer needs.
- Assist in the recruitment process and contribute ideas to improve staff retention of new starters.
- Conduct performance and development reviews, 1:1 coaching, and mentoring sessions.
- Keep team members regularly updated with intraday, daily, and weekly performance, suggesting proactive and reactive measures where appropriate.
- Manage day‑to‑day workflows within the Contact Centre, support advisors dealing with demanding customers and escalations, and take ownership as required.
- Handle complaints and incidents in line with regulatory requirements.
- Participate in change management and change communication processes.
- Manage time and productivity effectively within your team.
- Work on ad‑hoc projects as necessary and at the discretion of the management team.
- Engage with HR activities timely, investing in the health and wellbeing of team members.
- Engage with staff and customer engagement activities enthusiastically.
- Participate in stakeholder management, fostering interdepartmental collaboration.
- Share information relating to business and escalating as appropriate.
- Communicate effectively and embrace BU‑UK’s vision and values.
Qualifications
- NVQ Level 2 or equivalent standard of education.
Experience / Knowledge
- Experience leading a Contact Centre Team, including knowledge of contact centre technologies and metrics.
- Experience in developing and maintaining relationships at all levels with external and internal customers.
- Proven people‑management experience, able to coach, mentor and motivate a team.
- Experience of undertaking change management successfully.
- Experience managing complaints.
- Experience with incident management.
- Good knowledge of HR policies and procedures.
Abilities / Skills
- Organised and self‑motivated, with exceptional communication skills and the ability to lead, motivate and influence others with a calm demeanour.
- Customer‑service orientated.
- Excellent coaching skills and ability to identify training needs and support continuous development.
- Ability to deliver training courses.
- Can deal with changing priorities and situations.
- Can identify where changes are needed and drive improvements to completion.
- High attention to detail and excellent record keeping.
- Ability to analyse business information.
- Organised and methodical.
- PC literate, experienced with CRM systems and Microsoft Office Suite, with intermediate Excel skills.
Desirable
- NVQ or equivalent in management.
- Experience within the utilities sector.
- Ability to use Microsoft Office programmes or equivalent.
Conditions of Employment
You are required to have your criminal records checked through the Disclosure and Barring Service (DBS) due to handling and processing sensitive customer data.
Benefits
- Cost‑of‑living annual pay review.
- Company pension contributions up to 10% if employees contribute 5%.
- 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
- Enhanced maternity, paternity and adoption pay.
- Referral payment of £1,000 (net of tax) for each successful referral.
- Hybrid working for eligible roles.
- Development opportunities to reach your career aspirations.
Equal Opportunity
BUUK is an equal‑opportunity employer. We respect each other and advocate for equity, diversity and inclusion in everything we do. We care about your wellbeing and safety and are proud to provide a culture that supports all.
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