Customer Service Director required for an innovative energy supplier

Customer Service Director required for an innovative energy supplier
interim or fixed term contract

Our client is a forward thinking and financially stable energy supplier currently outperforming the market. Due to growth, they require an experienced energy executive to add bench strength to their senior management team and provide insight and expertise to improve and enhance their customer service operations. This senior position covers multiple-sites and has responsibility for over 300 staff.

The role holder will also lead a project to gather data, interpret the data and implement actions taking the workforce on a journey that results in business improvement and efficiencies. This is a great opportunity to take an already good business and enhance their performance through the empowerment of people and business improvement.

Suitable candidates will have the following experience:

– Senior operations and customer service experience managing a similar sized operation
– Experience of B2B energy retail
– Experience of working with SME customers (including micro businesses)
– A strong people centric leader and manager able to coach, mentor and upskill staff.
– Possesses a flexible leadership style and an ability to empowers others
– Possesses change and transformation experience
– M & A integration (highly desirable)
– Ability to translate strategic objectives into operational KPIs at ground level
– Senior stakeholder management and ability to network and partner to get things done
– A resilient leader able to work at pace
– Business improvement experience

To be considered for this opportunity, please send your CV to

New Role: Independent Financial Adviser with business ownership opportunity

Independent Financial Adviser with Business ownership opportunity

Competitive basic | transparent bonus structure |share purchase | Business ownership

Solihull – New build office with parking

Our client is a ‘true’ independent financial planning business that specialises in life planning with a focus on retirement planning, pension transfers and investments.

Established in 2009, our client has grown to become one of the leading IFAs in Solihull and Birmingham. Rated as excellent by auditors, they offer clients a whole of the market service to help business owners and individuals develop their wealth.

They are now looking to expand and are looking for a Lead Adviser who will be a part of the senior management team and play a lead role in their growth strategy.   They seek a likeminded, entrepreneurial adviser who would like the opportunity to become a business owner and the potential to earn a significant earn-out.

You will join a high performing, ‘down to earth’ business with an excellent support team who excel at research, analytics and report writing. Within the first six months, you will be provided all new business referrals and a client bank to manage and will shadow the business owner whilst learning their processes, compliance, systems and way of working.

This business operates with a culture of trust and there is flexibility to work from home 1 – 2 days a week should this suit the individual and business requirements when you are competent. It is hoped that this individual will become a Director of the business within two – three years.

Reasons to join

  • Long term trusted relationships with our clients
  • High end and technical proposition offering
  • Valued service for their clients where they are not tied and an ongoing advice service model
  • Client base is selective. They only deal with nice people!
  • Aligned interests where they want their clients to be like family
  • Chartered and credible. They need to remain a Chartered firm. All advisers are expected to become Chartered within a reasonable timescale if not already.
  • People centric. They are supportive and loyal fitting in with people’s family commitments. With this, they expect loyalty, honesty and respect in return.

Suitable candidates will possess the following:

Essential experience

  • Chartered or near chartered through the CII and must have relevant Pension Transfer qualification (If not chartered, must attain chartership within 12 months)
  • Willingness to conduct business development
  • Willing to work with business owners as well as individuals
  • Able to write and deliver financial plans (reports) without support
  • A self-starter able to work at pace, multi-task and work independently
  • Excellent at time management
  • Coach and mentor other members of staff
  • IFA experience
  • Focused on continual improvement, service excellence
  • High attention to detail and accuracy of work
  • Quick learner


  • Competent in Voyant (Cash flow planning tool)
  • Competent in Intelligent office (Our back office system)
  • Familiarity with Synaptics and FE Analytics advantageous
  • Preferably worked in an SME environment
  • Entrepreneurial and forward -thinking
  • Business and Share holder to be part of the business for the long term

 To apply, please send your CV to to be considered.

NEW ROLE: General Manager | Utility Consultant | 100K+ Package | East Midlands

Established in 2009, Our client is a fast growing Utility Consultant with a large portfolio (40k) of B2B customers predominantly focused on the SME market.   They are an independent broker mainly focused on providing competitive energy rates and are able to offer a choice of all major suppliers as well as a number of new entrants.

With a turnover of £10m and 50 staff, they are now looking to hire a General Manager to support the Managing Director in growing and diversifying their business.

Much of their growth has been through the traditional telesales route however, opportunities exist to develop an online channel, offer new services to their existing customer base and continue to acquire new customers across SME, mid-market and larger industrial & commercial customers.

The first six months of the business will see you work closely with the Managing Director developing the sales strategy whilst managing the day to day running of the business. This is a fantastic opportunity to take a well performing and highly profitable business that has scope to grow even further.

The Managing Director is an approachable, hands-on leader who will be highly supportive and open to challenge as he looks to take their business to the next level.  Shares will be offered to the role holder upon hitting agreed targets.

Ideal candidates will be:

  • A dynamic sales leader with experience of managing other functional heads
  • Proven track record of sales growth in a contact centre / telesales environment (preferably B2B)
  • Held budgetary responsibility in excess of £1m+
  • Able to develop and implement a sales strategy
  • Able to get the best out of people to drive performance
  • Preferably experience of developing business via online channels
  • Ideally worked in a corporate as well as an SME environment or worked in different functional roles.
  • Accustomed to dealing with management information, KPI’s and commission structures
  • Own/introduce/maintain processes and procedures within the sales department


  • A base salary upwards of £60,000+
  • Car allowance
  • OTE £100K+
  • Shares offered on reaching agreed targets
  • 28 days holiday

To apply please send your CV to

How to recruit in a VUCA environment

In this VUCA (Volatile, Uncertain, Complex, Ambigious) environment, attracting the right talent is more important than ever but how do you find the right people in a challenging landscape?Lee De Souza, Managing Director of Harrison Bridge recommends the following:

Consider talent in and out of your industry

Hiring outside of an industry has been pioneered by executive search firms such as ours for years.  This opens a much broader talent pool with which to choose from and often ‘leftfield’ candidates can offer a wider breadth of experience as well as offer insight from other industries.

Agree on what the key competencies of the role are that are required

You might need to hire a Programme Director for a novel technology project that has never been done before.  In this situation, asking candidates about their experience of programme managing similar technology projects with undefined project milestones will give you a much better idea of doing something similar for your organisation.

Is the culture of your organisation fit for purpose or does it need to change?

Recruiting leaders that have experience of cultural / corporate change will go a long way to supporting organisational goals.

Assess candidates based on their hard and soft skills

Hard skills include specific knowledge and abilities whereas soft skills focus on personality traits and attributes.  Someone can tick all the boxes for hard skills but if they lack relationship building skills in a complex, multi-stakeholder environment they will get frustrated and potentially cause damage in and out of an organisation.

Hire adaptable employees

Organisations should focus on attracting, retaining and developing adaptable people to create agile organisations rather than a ‘steady state’ mentality.

If you are behind the curve, consider hiring an interim

Interims are sensibly over-qualified and can hit the ground running. The average executive will take several months to get up to speed whereas an interim will have a track record of change and transformation where they can apply their learning and experience to your organisation.

This blog was written by Lee De Souza, the Founder and Managing Director of Harrison Bridge.
Lee has delivered over 200 recruitment searches in the UK & Internationally including volume projects and recruiting entire executive teams and board positions.

If you would like to discuss how to find the best talent for your organisation.

Contact Lee De Souza e)

How to resign and prevent a counter offer

Having helped hundreds of executives successfully resign from their current employer, I have realised it is not an easy thing to do for most. The purpose of this blog is to advise you how to prevent your current employer from making a counter offer thereby putting you in an uncomfortable position and pressurising you to stay. This allows for a more positive exit so you can look forward to working with your new employer.

Coping with self-doubt: Many people feel nervous about resigning; They go through phases of thinking whether they have made the right decision and it’s important to realise that these are just normal feelings. There is always an element of risk in making a move but if you have done your due diligence then nine times out of ten you will be fine.

The key objective is to get your business / boss to accept your resignation: It is vital that your boss accepts your resignation and that you make it clear you are not open to staying. Do tell them you have enjoyed your time working there but at the same time stress your decision to leave is final.

The right use of language: I would recommend using language like ‘This is a fantastic opportunity for me now and in the long term and I am sure you appreciate this is about what is right for me with an organisation I have always wanted to work for’.

It’s not you, it’s me: Be prepared to be asked ‘why are you leaving?’ Again, it is important that you tell them it isn’t about not enjoying working with the business or the role or working for your boss (even though this may be the case). It is about the role and company you are going to.

Stay resolute: They may well be shocked that you are leaving and sometimes bosses (regardless of their level) can react poorly. Make sure you stick to your guns and remain calm.

Discussing your exit: Plan what needs to be done before you hand in your notice. Be clear on what needs to be done before you leave and offer a handover in the coming weeks. Offering to recruit or train your successor may allow you to negotiate an earlier exit.

Counter-offers are about them not you: Counter offers come in many guises with the offer of more money, promotion, ‘big plans’ etc… These big plans rarely materialise, and the stats show that 75% of people that accept counter offers want to move on again within six months. The key question you must ask yourself is – Why are they offering to pay me what I am worth when I decide to leave?  The reason is that replacing you in terms of cost and hassle is significant. A counter offer is more about their interests than yours.

This blog was written by Lee De Souza, the Founder and Managing Director of Harrison Bridge. He has fifteen years executive search and executive interim recruitment experience across several sectors up to board level including nonexecutive appointments.
Lee has delivered over 200+ searches in the UK & Internationally including volume projects and recruiting entire executive teams.

10 Interview Tips For Executives

1) Practice delivering your CV.  In my experience of organising thousands of interviews, the interviewer often asks the interviewee to give an overview of their CV. If you’re an executive with over 25+ years experience and have worked in ten – fifteen separate roles, you do not want to be talking about every single role as you will bore the pants of the interviewer. This overview is effectively a presentation on you!

Therefore, you need to rehearse this pitch and hit the interviewer with concise, punchy information that includes tangible evidence, facts and figures as well key achievements that relate to the job you have applied for. Keep this overview to within 10 minutes. I once remember an MD talking for an hour through his CV for an interview that was an hour long. Needless to say he didn’t get the job.

2) Understand the interview format.  Most interview questions have an element of competency about them. Therefore, most of the time you can prepare for them as the requirements are in the person and job spec. I always advise candidates to use the STAR methodology. i.e. giving a response that includes the situation you were in, the task, the action you took and the result.

3) Be concise.  Every senior role that I recruit for requires people that are strong, concise communicators. Wafflers do not go down well. Know when to stop talking (this relates to answering interview questions and talking through your CV).

4) Look at your CV from a point of weakness.  It is important that you can explain gaps or any roles that may have resulted in backward trajectory. Many executives I speak that have had 20 to 30-year careers have had a blip on their CV and it is important that this is a communicated in a positive way and how you have come back or learnt from those challenges.

In relation to lacking some of the desired skills or knowledge, it is rare that someone ticks all the requirements of a position, but you will need to think about how you can evidence your ability to learn any new skills to fulfil the role.

5) Do your due diligence on the company and the interviewers.  This is as much about being informed for the interview as well as whether you want to join the company. I was recently approached by a candidate who has joined a new company and discovered they are on the verge of administration. Make sure you know what you are letting yourself in for (good and bad).

6) Demonstrate enthusiasm throughout the interview.  I have had senior candidates who have been headhunted for a role look disinterested because they were approached for the role. When they realised it was a good opportunity, they got more interested, but the company was put off by their arrogance. Interviewers are passionate about their business and they are looking for people that share that passion. Give yourself the opportunity of turning the role down if it is not the right fit.

7) Always ask questions at the end of the interview.  Asking questions demonstrates interest in the company. If you don’t ask any, the interviewer will be inclined to think you are not interested.  Some of your questions will be answered during the process and there is nothing worse than having nothing to say at the end. I recommend having ten pre-prepared questions (but don’t ask them all and remember to check their availability for time).

8) How to handle the ‘what are your remuneration expectations?’  You don’t want to sell yourself short and you don’t want to go in too high and put them off. If asked, make sure you list your full benefits as this will influence the salary. I recommend saying something like ‘Obviously the package is important to me. My main motivations are X, Y and Z and I am sure if you think I am the right person for the job, you will offer me the right package’. This allows you to side-line the question, which is often uncomfortable to answer and allows the prospective employer to make you the offer which you can then negotiate if required. If forced for an answer, have a realistic figure in your head as well as a ‘bottom line’ figure where you will walk away if not offered.

9) Uncover any concerns the interviewer(s) might have.  Quite often, an interviewer may be inexperienced, time poor and may have not prepared for the interview. This can result in the interviewer forgetting to ask you questions pertinent to the job and you might miss out on the role through no fault of your own. Therefore, I always recommend asking at the end of the interview ‘is there anything you need me to evidence more of in relation to my ability to do this job?’. This gives you one last chance to uncover any nagging doubts they have about you.

10) Close the interview with a positive statement.  Very few people say they want the job at the end of the interview. Some candidates believe this may make them come across as desperate. I don’t. I believe it sends a positive buying signal to the interviewer and it can be the difference between you and another candidate who doesn’t close – particularly if you are a Sales Director!

Remember, interviews are a two-way process and they are as much about the interviewee as the interviewer. I always think that a candidate’s gut feel says a lot about whether the role is right or not. Does your immediate instinct make you want to jump with excitement or does it not quite feel right? Listen to what your gut tells you!

Lee De Souza is the Managing Director of Harrison Bridge, an executive talent partner that helps companies connects talent and strategy. Contact Lee De Souza at: 0121 2894293

What is Executive Search?

The UK has the second largest executive search market in the world but executive search is not widely understood. Lee De Souza of Harrison Bridge explains:

It is most commonly used for roles above £70k+

Typically, organisations will engage an executive search firm, also known as a headhunter, where the base salary is anywhere from £70,000 up to board level. It is often for business-critical roles and can be any role across any function, sector and location whether national or international.

How a headhunter maps a market

The headhunter will work with the client to define the requirements of a role and then create a target list of companies (typically up to 50) where they will identify people that match the competencies and skills required by their client. The target list created might be a list of competitors, a range of organisations from similar sectors or from an industry that is leading the way in an area that the company would like to develop their expertise in.

Conducting research to find the best candidates

The research phase can involve identifying 200+ candidates, which the executive search firm will then directly speak with 50 – 100 of those over a four to six week period. During this timeframe, an executive search firm will often create a longlist of 5 – 10 candidates and a shortlist of between 2 – 5 that they then recommend to the client.During this period, clients can expect a weekly progress updateto review CVs, market insight and what is available in the market place that is within their budget.

Candidate attraction

Headhunters will use a variety of methods to find candidates using technology, referrals, social networking as well as their personal network. Headhunters take a proactive, direct but discrete approach to speaking with candidates ensuring they do not put the candidate at risk during any conversations.

The difference between recruitment agencies and executive search firms

Recruitment agencies may sometimes take a proactive approach to finding candidates, but their time is spread thinly working on upwards of 20+ jobs. Headhunters may spend upwards of 100+ hours per assignment which may entail interviewing candidates across the UK as well as Skype calls across different time zones to suit candidates and clients’ needs.  An executive search consultant will typically only actively work on two to four roles at any one time due to the labour intensive nature of each search.

A fundamental difference between an agency recruiter and a headhunter is their ability to engage with senior level candidates.  The best executive search consultants can engage a candidate that they have never spoken to before and uncover their motivation, drivers and remuneration details and then use this to engage them in a recruitment process with their client.

A search process that mitigates risk

The business benefit of using a headhunter is that it gives the organisation confidence that it is interviewing the very best available talent rather than a small sub-section of people that are actively looking or relying on those that are in their network.  Even at a mid-manager level, the cost of hiring the wrong person on a salary of £42,000 can cost a business more than £132,000 (Recruitment Employment Confederation). Therefore, the cost of using a headhunter, far outweighs the cost of getting it wrong.

Proven track record

Ultimately, any good headhunter will have an extensive track record of case studies and recommendations and their process should be a transparent one that allows you to manage, monitor and measure their performance.

For a more detailed explanation of the process and the business benefits contact Harrison Bridge, Lee De Souza, Managing Director at:lee.desouza@harrisonbridge.com01212894293.