End User Support Team Leader, Utility Warehouse
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3 days a week in office (Colindale/Farringdon, London)
Multiservice utilities provider
Posted today
Multiservice utilities provider
1001+ employees
Posted today
+ Share Options
3 days a week in office (Colindale/Farringdon, London)
1001+ employees
Company mission
To be the nation’s most trusted utility supplier by simplifying home services, helping customers to stop wasting time and money.
Role
Who you are
- This is a role for someone who can balance people leadership, operational delivery, and continuous improvement in a fast-paced environment
- Proven experience in End User / IT Support (4–6+ years)
- Strong experience with ServiceNow (ITSM) and managing support operations
- Experience in a modern workplace environment (Google Workspace / M365, SaaS tools)
- Solid understanding of ITIL practices (incident, problem, change management)
- Evidence of stepping into leadership (mentoring, leading workstreams, owning outcomes)
- Ability to drive improvements (process, on-boarding, service quality)
- Strong leadership skills with experience coaching, developing and managing performance
- Ability to run a high-performing support operation, balancing priorities and maintaining service standards
- Confident communicator, able to engage effectively with both technical teams and senior stakeholders
- Data-driven mindset, using insights to improve service delivery and user experience
- Strong sense of ownership and accountability for team and service outcomes
- A passion for continuous improvement and simplifying how technology supports the business
- Ability to manage pressure, handle escalations, and make clear decisions
- A collaborative approach, working closely with teams across Technology, Security, and the wider business
- ITIL Certified
- Worried you don’t hit every criterion? We welcome applications from diverse backgrounds — get your application in and let’s chat!
What the job involves
- We’re looking for an EUX Team Leader to lead our End User Experience Support function - someone who is passionate about both developing people and delivering a high-quality, reliable technology service
- You’ll be responsible for leading a team of EUX Support Analysts, ensuring day-to-day support runs smoothly while continuously improving how we deliver technology across the business
- Reporting to the End User Support Team Leader, you'll join a multi-discipline team who work to ensure our employees are able to work effectively and without interruption
- On a day-to-day basis you'll communicate with and support a diverse range of employees across the organisation
- In this role, you'll learn how to support end users with resolving problems with their technology and how to embrace new technologies. You'll work across several IT Support channels, undertaking analysis of tickets, and contributing to automation work
- Coach and develop your team through regular 1-on-1s, feedback, and structured development plans
- Foster a culture of accountability, collaboration, and continuous improvement
- Support team members to grow their skills and progress in their careers
- Own the day-to-day operation of the EUX Support service
- Ensure incidents, requests, and escalations are handled efficiently and effectively
- Drive accountability for SLA adherence, ticket quality, and user experience
- Act as the primary escalation point for high-impact or complex issues
- Manage queue health, prioritisation, and workload distribution across the team
- Maintain high standards across documentation, ticket hygiene, and knowledge management
Application process
- Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment
Salary benchmarks
Our take
Budgeting for a household is no easy task, especially when you've got to keep track of various bills from different providers. That's why Utility Warehouse provides customers with all their home services – including energy, broadband, mobile and insurance – in one simple, monthly bill.
The company says that this all-in-one approach ‘makes budgeting so much easier’ for customers, which is backed up by a strong customer services record. Though it does not advertise heavily, its partners are given incentives to sign up new customers, which has contributed to its impressive growth thus far.
Boasting over 1 million customers across the services they sell, Utility Warehouse is one of the largest energy providers outside the 'Big 6'. Its unique approach, and established footing in the market, should ensure it continues to compete with other challengers as the utilities sector further evolves.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"My manager is always looking to create more opportunities for me to have my voice heard and be stretched into areas I've not necessarily worked in..."
Company benefits
- An industry benchmarked salary. We’ll share it during your first conversation
- Annual discretionary performance based, annual bonus scheme
- Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)
- Holiday trading- buy & sell up to 5 days holiday each year
- Discount on our services and you get our coveted Cashback Card for free. You’ll also get access to 100s of rewards and discounts through Perkbox
- A matched contribution pension scheme and life assurance up to 4x your salary. You can also access free mortgage advice and a financial wellbeing tool
- Save as You Earn scheme
- Family-friendly policies, designed to help you and your family thrive
- Flexible benefit choices such as Private health insurance, a free Virtual GP, Gym discounts and wellbeing apps
- Electric Car salary sacrifice scheme through Tusker
- Belonging groups that help UW shape an even more inclusive future
- A commitment to helping you develop your career journey through learning, coaching and new experiences
Company values
- We’re people helping people: Because it keeps us real
- We’re open, empathetic, and foster belonging
- We get it done together: Because it helps us get things done
- We keep things simple, take ownership, and win together
- We’re all about results: Because we're ambitious
- We’re impact-focused, daring, and spirited
Company HQ
Farringdon, London, UK
Leadership
Stuart Burnett
(CEO)Stuart began his career as a corporate lawyer before working in several notable insurance firms. He joined UW in 2016 and has held several leadership roles, becoming CEO in 2021.
People progressing
Kerry
Joined as an Electricity Operations Analyst. Promoted 6 times and is now Head of Energy Operations.
Diversity, Equity & Inclusion at Utility Warehouse
Stuart Burnett (Co-CEO)
- We’re a unique bunch of people here at UW – and that’s just how we like it. We embrace different perspectives, experiences, and personalities, creating an inclusive environment where people feel they can belong
- We write job description requirements as minimally as possible to encourage candidates who may exclude themselves to apply, and the Recruitment team work with our hiring managers to minimise bias in the hiring process
- We have a number of active Employee-led Inclusion groups - Menopause Support Pride, Women in Leadership Carers Support
- We openly publish our D&I results internally and externally as well as our targets for improvement.
- We put on unconscious bias workshops and training for all team members
- We provide mental health support and other wellness initiatives to support all our team members
- We are a member of the Women in Utilities network and actively support opportunities for mentoring through the group
- We provide inclusive leadership learning to all people leaders at UW
- We have committed to the Race at Work Charter
- We have an active, zero-tolerance, Harassment and Bullying policy
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