Hiring Manager: Amit Ruparelia
Recruiter: Dale Lambert
Hours: 38.5 hours a week across five days
Location: London with hybrid working (3 days per week in the Colindale/Farringdon office)
Earliest closing date: 14/04/26

Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money—big ambitions, to be delivered by people like you.

Got your attention? Read on…

We put people first. It’s all about you.

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.

This is a role for someone who can balance people leadership, operational delivery, and continuous improvement in a fast-paced environment.

Minimum requirements 

• 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)
• Hybrid working, must complete 3 working days in the office per week 

Here's the other skills & competencies we're looking for you to bring:

• 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

We work together. Your team and the people you will work with…

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.

We deliver progress. What you’ll do and how you will make an impact.

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.

Key responsibilities will include:

People Leadership

• 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

Service Operations

• 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

So why pick UW?

We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:

• An industry-benchmarked salary. We’ll share it during your first conversation.
• Share Options and Save as You Earn scheme.
• Work-from-anywhere policy for up to 2 weeks per year.
• Discounts on our services and a free Cashback Card.
• Matched-contribution pension scheme and life assurance up to 4x salary.
• Family-friendly policies designed to help you and your family thrive.
• Discounted private health insurance, Employee Assistance line and free Virtual GP.
• Belonging groups helping shape an inclusive future.
• A commitment to learning and progression through our Career Development Framework with regular review and promotion cycles.

Apply here!

You’ve got this far… Hit apply — we can’t wait to hear from you!
Worried you don’t hit every criterion? We welcome applications from diverse backgrounds — get your application in and let’s chat!

Dale Lambert will be your point of contact throughout the recruitment process.

ITIL Certified

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

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.