Customer Service Lead

Commercial Ltd; Kings Hill; On-site; GBP 32,000; Full time

Job summary

A leading energy services provider in the UK seeks a Customer Service Lead. You will deliver outstanding service to corporate customers, manage relationships, and enhance service improvements. The ideal candidate has strong interpersonal skills, a deep understanding of customer needs, and experience in managing queries. This position offers a salary of £31,933 and generous benefits including annual leave and a pension scheme.

Benefits

Salary of £31,933 per annum

25 days annual leave, plus your birthday off

Life assurance cover (4x salary)

Pension scheme with 4% employer contribution

Retail and gym discounts

Health cash plan

Cycle to work scheme

Volunteer days

Comprehensive wellbeing programme

Tailored learning and development support

Qualifications

• Strong experience of managing and building customer and stakeholder relationships.
• Excellent interpersonal and communication skills, both verbal and written.
• Exceptional time management skills with the ability to prioritize tasks effectively.

Responsibilities

• Deliver service in line with Customer Service Level Agreements (SLAs).
• Build and maintain strong relationships with corporate customers.
• Identify and implement service improvements to enhance customer experience.

Skills

Customer relationship management

Effective communication

Time management

Problem-solving

Job description

Overview

The Customer Service Lead is responsible for delivering outstanding service to corporate customers, ensuring all commitments meet agreed Service Level Agreements. The role is central to building strong customer relationships, resolving complex issues, and driving continuous service improvements. By acting as the key point of contact, you\'ll support customer retention, safeguard financial performance, and contribute to the growth of the Energy Division.

Responsibilities

• Deliver service in line with Customer Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Build and maintain strong relationships with corporate customers, suppliers, and internal stakeholders
• Identify and implement service improvements to enhance customer experience and satisfaction
• Support and coach Customer Service Assistants/Specialists in resolving complex queries
• Act as the main point of contact for corporate customers, managing enquiries, risks, and complaints through to resolution
• Provide accurate month-end reporting to customers, highlighting performance, risks, and issues requiring action
• Oversee successful onboarding and service changes for new and existing customers
• Monitor and manage customer debt positions, resolving issues to mitigate financial risk
• Strong experience of managing, building and maintaining customer and stakeholder relationships
• Excellent interpersonal and communication skills, both verbal and written
• Exceptional time management skills with the ability to prioritise tasks effectively, and adapt to changing priorities
• Someone who develops a deep understanding of their customer\'s needs, priorities, and challenges
• Demonstrates confidence in handling challenging customer interactions and proactively engages with customers by phone when required

Company and Mission

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.

About Commercial Services Group (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.

Benefits

• Salary of £31,933 per annum
• 25 days annual leave, plus 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