Customer Service Lead Energy & Carbon West Malling

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Location: West Malling - Hybrid

Salary/package: £31,933

Contract type: 12 month fixed term maternity cover

Hours:Full time

Join LASERas a Customer Service Lead and play a key role in driving service excellence for public sector clients on their journey to net zero. This is a fantastic opportunity to lead meaningful work within a purpose-driven organisation, while enjoying a flexible hybrid setup and a vibrant, newly refurbished workspace. With a strong focus on collaboration, innovation, and professional growth, you'll be part of a team that's reshaping energy services for a greener future.

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.

LASER Energy is part of Commercial Services Group (CSG), one of the largest providers of public sector and education procurement services globally. CSG iswholly owned by Kent County Council, and supports over 15,000 customers in 86 countries and collaborates with a supply chain of c1,000 suppliers.

Why this role matters

The Customer Service Lead plays a key role in ensuring service delivery to clients, aligning closely with their SLAs and energy management needs. By building strong relationships, resolving complex issues, and identifying opportunities for improvement, this role directly supports customer satisfaction, retention, and growth. It's a key position that helps drive the company's mission to support the public sector's transition to net zero.

What you'll be doing

• Lead day-to-day service delivery for corporate customers, ensuring performance aligns with SLAs and KPIs.
• Build and maintain strong customer relationships at both operational and strategic levels to support satisfaction and retention.
• Identify and drive service improvement opportunities in collaboration with the Customer Service Manager and internal stakeholders.
• Act as the main service contact for corporate clients, managing enquiries, escalations, and onboarding processes.
• Conduct service calls and face-to-face meetings in line with the customer communication strategy.
• Log and track all customer communications, risks, and complaints in the CRM, ensuring resolution and visibility.
• Provide accurate month-end reporting, highlighting service performance, risks, and key issues such as debt and estimated readings.
• Collaborate with suppliers to challenge existing processes and secure the best outcomes for customers.
• Support junior team members in resolving complex site-level queries and promote a culture of service excellence.
• Monitor customer debt positions, resolving issues swiftly to mitigate financial risk to LASER.

What we're looking for

• Proven ability to build and maintain strong customer relationships at both operational and strategic levels.
• Experience delivering against SLAs and increasing customer satisfaction through service excellence.
• Strong understanding of the energy industry would be nice to have, as well as ability to identify risks and growth opportunities within customer accounts.
• Skilled in stakeholder collaboration, with a track record of process improvement and driving service innovation.
• Confident in coaching, mentoring, and supporting the development of colleagues or junior team members.
• Excellent problem-solving skills, financial awareness, and the ability to interpret performance data and KPIs.
• Highly organised with the ability to manage multiple priorities and maintain progress despite challenges.
• Commercially astute, digitally confident, and able to challenge existing ways of working to improve customer outcomes.

What you'll get in return

• 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

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.