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 stakeholdersIdentify and implement service improvements to enhance customer experience and satisfactionSupport and coach Customer Service Assistants/Specialists in resolving complex queriesAct as the main point of contact for corporate customers, managing enquiries, risks, and complaints through to resolutionProvide accurate month-end reporting to customers, highlighting performance, risks, and issues requiring actionOversee successful onboarding and service changes for new and existing customersMonitor and manage customer debt positions, resolving issues to mitigate financial riskStrong experience of managing, building and maintaining customer and stakeholder relationshipsExcellent interpersonal and communication skills, both verbal and writtenExceptional time management skills with the ability to prioritise tasks effectively, and adapt to changing prioritiesSomeone who develops a deep understanding of their customer\''s needs, priorities, and challengesDemonstrates confidence in handling challenging customer interactions and proactively engages with customers by phone when requiredCompany 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 annum25 days annual leave, plus your birthday offLife assurance cover (4x salary)Pension scheme with 4% employer contributionAdditional benefits including retail and gym discounts, health cash plan and cycle to work schemeVolunteer days and access to a comprehensive wellbeing programmeTailored learning and development support with real opportunities to progress

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