Customer Service Advisor

Lumina Energy; West Malling; Hybrid; GBP 25,000; Full time

Job summary

Lumina Energy, part of the Commercial Services Group, is seeking a Customer Service Advisor to enhance customer interactions in the energy sector. This hybrid role offers career progression opportunities and requires strong communication and problem-solving skills, with a competitive salary and various employee benefits.

Benefits

25 days annual leave plus birthday off

Life assurance cover (4x salary)

Pension scheme with 4% employer contribution

Health cash plan and cycle to work scheme

Volunteer days

Tailored learning and development support

Qualifications

• Experience in a customer service role with a track record of resolving queries.
• Strong verbal and written communication skills required.
• Proactive problem-solver with a resilient attitude.

Responsibilities

• Respond to incoming calls and emails from customers, resolving queries.
• Log unresolved enquiries and manage them through to resolution.
• Work closely with internal teams to deliver KPIs.

Skills

Verbal communication

Written communication

Problem-solving

Time management

Commercial awareness

Tools

Microsoft Office

Customer service systems

Job description

Location:Kings Hill - Hybrid

Salary/package:£24,740 per annum

Contract type: Permanent

Hours:37.5 hours per week

Join LASER Energy, part of Commercial Services Group, as a Customer Service Advisor and play a key role in delivering a first-class experience to our valued customers. Develop your skills through our clear career progression plan and become a subject matter expert in the energy sector.

Who we are

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.

Why this role matters

As a Customer Service Advisor, you’ll be the frontline of our customer interactions—resolving queries, supporting energy service delivery, and ensuring we exceed expectations. With a clear path to becoming a Customer Service Specialist, this role is crucial to maintaining LASER’s reputation for excellence and supporting long-term relationships with corporate and site-level customers.

What you’ll be doing

• Respond to incoming calls and emails from site level and corporate customers, resolving queries on first contact where possible.

• Log unresolved enquiries in our system and manage them through to resolution within SLA.

• Communicate clearly and professionally with customers, tailoring responses to meet their needs.

• Understand and work to customer and supplier SLAs to meet service expectations.

• Work closely with internal teams including billing and portfolio to deliver KPIs.

• Build effective relationships with suppliers and work with them to resolve issues.

• Support service improvement by identifying gaps and suggesting better ways of working.

• Take ownership of your development, expanding your energy knowledge and working toward promotion.

What we’re looking for

• Experience in a customer service role with a track record of delivering resolutions.

• Strong verbal and written communication skills, with confidence managing inbound enquiries.

• A proactive problem-solver with a resilient attitude.

• Able to prioritise and manage time effectively across multiple tasks.

• Confident using Microsoft Office and customer service systems.

• Willingness to develop deep industry knowledge and grow within the role.

• Commercial awareness and an understanding of how your role contributes to team success.

• Experience in the energy sector or dealing with complex customer issues. (desirable but not essential)

What you’ll get in return

• Salary of £24,740 per annum
• 25 days annual leave as well as your birthday off
• Life assurance cover (4x salary)
• Pension scheme with 4% employer contribution
• Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme
• Volunteer days and access to a comprehensive wellbeing programme
• Tailored learning and development support with real opportunities to progress

Why CSG?

Commercial Services Group (CSG) is the UK’s largest local authority-owned trading company (LATCO), generating over £800 million in revenue and supporting 16,000 education and public sector customers worldwide. With more than 1,800 employees across the UK, France, Dubai and Bangkok, we are working towards becoming the global leader in education and public sector solutions.

We are expanding rapidly, with annual growth of around 25 percent, supported by a blend of organic development, acquisitions and strategic partnerships. Our 33 trading businesses deliver a wide range of services including education management, IT, HR, legal, energy, procurement and supplies.

CSG is wholly owned by local authorities, and a significant proportion of our profits is reinvested into frontline public services. Over £77 million has already been returned, reflecting our commitment to combining commercial performance with meaningful social impact.

Inclusion & Accessibility

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds.

We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.