Customer Service Lead Energy

West Malling, Kent
Commercial Services HR

Customer Service Lead (from £28,350pa)

LASER Energy (Hybrid/Kings Hill, Kent)

About LASER

LASER Energy’s mission is to deliver unique end-to-end solutions that help reduce energy costs and support the public sector on their journey to net zero.

As the leading provider of decarbonisation and energy services to the public sector, our goal is to always push the boundaries; we’ll explore new solutions and technologies to make sure the journey to net zero grows ever-greener and always more efficient – for us and our customers.

All the while we strive to deliver on our goals, we also recognise how important it is to create an inviting, colourful place for our employees to work.

Our recently refurbished HQ – based in Kings Hill – is now an inviting co-working space where teams and colleagues from the wider business can come and enjoy an inclusive, vibrant space to work and socialise alike. Our work-from-home policy allows you to adopt a working pattern that best suits you, ensuring you the perfect work-life balance.

About Commercial Services Group

LASER Energy is part of Commercial Services Group (CSG), one of the largest providers of public sector and education procurement services globally, with revenues of c£500M, 1800 staff and six trading divisions: Global Education Supplies, Procurement, Energy & Carbon, Community Services, Professional Services and People Services.

Wholly owned by Kent County Council, CSG supports over 15,000 customers in 86 countries and collaborates with a supply chain of c1,000 suppliers.

The Role

The Customer Service Lead is accountable for the service delivery for their Corporate Customers and delivering the day to day service in line with the Customer Service Level agreement (SLA). They are accountable for building, managing and maintaining customer relationships to deliver an outstanding customer experience and support the growth of the Energy Division.

Key Duties

In your role you will find plenty of variety in day-to-day tasks and in the list below we give an overview of those responsibilities and key duties.

Leadership, Communication and Collaboration

• Deliver and maintain collaborative working relationships and methodologies with key internal stakeholder to review current processes and ensure the performance and delivery of the KPI and deliverables against the Customer SLA and customer month end report.
• Work closely with the Customer Service Manager proactively highlighting and identify service improvements opportunities for each customer sector to help grow our servicing offering
• Build and maintain solid working relationships with suppliers. Challenge the status quo and work with the suppliers and investigate all possible solutions to obtain the best outcome for the Customer
• Help promote and embed core customer service values and using customer service skills to achieve customer excellence across the team
• Support Customer Service Assistants/Specialist with managing and resolving site level complex queries
• Build and maintain solid working relationships with suppliers. Challenge the status quo and work with the suppliers and investigate all possible solutions to obtain the best outcome for the Customer

Technical and Delivery

• Build and maintain strong operational and strategic customer relationships. Proactively communicating with customers, identifying and managing risks and opportunities to deliver service improvements and support customer retention
• Undertake service calls and face to face meetings in line with the communication strategy for your customers
• Ensure all Corporate Customer communication; meetings, risks, opportunities and service level complaints are logged in CRM system closely monitored through to resolution
• Understand your customer’s requirements and actively manage customer expectations whilst being proficient with the service deliverables for each of your customers in accordance with the customers SLA
• Provide Month End Reporting to your customers to demonstrate service performance and highlight risks or outliers within the portfolio – such as debt, estimated readings, AMR – that require further investigation
• Be the main point of service contact for your Corporate Customers and proactively manage and resolve Corporate Customer enquiries and queries
• Oversee successful onboarding or service changers for your customers
• Increase customer scorecard responses and customer satisfaction and NPS Score year on year
• Closely track your Customer debt position ensuring any queries or issues are resolved to receive payment to mitigate against financial risk to LASER
• Act as a point of escalation for site level customer queries

What we need from you

• Strong experience of managing, building and maintaining Customer Relationships at operational and strategic level
• Experience of increasing customer satisfaction
• Experience in delivering against the Customer Service Level Agreement
• Experience in identifying risk and opportunities with customers in order to retain and grow customer base
• Ability to build strong relationships and collaborate with internal and external stakeholders
• Experience of identifying and improving processes to improve the customer service
• Experience of coaching and supporting development

In return, CSG will offer you:

• 25 days holiday, plus bank holidays
• Birthday off work
• Life assurance cover
• Company pension
• Flexible first, hybrid working
• A culture of progression & development
• Shopping discounts & retailer offers
• Team & company events
• eLearning portal
• EAP programme
• Referral scheme
• Health & Wellbeing platform
• Health Cash Plan initiative
• Discounted gym membership