Customer Service Lead

Location: Hybrid/Kings Hill, Kent Salary/package: From £32,981 per annum Contract type: Permanent Hours: Full time, 37 hours per week LASER Energy have an exciting opportunity for an experience individual to step into a pivotal role where you’ll shape exceptional customer experiences for public sector organisations during a period of exciting growth. 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 The Customer Service Lead will be responsible for delivering high‑quality service to Corporate Customers ensuring all activity meets agreed SLAs and strengthens long‑term relationships. This role is central to improving customer satisfaction, identifying risks and opportunities and driving service enhancements, playing a key part in supporting the growth of the Energy Division by acting as the main point of contact, resolving complex issues and championing customer excellence. What you’ll be doing Deliver collaborative working practices with internal stakeholders to meet KPIs and SLA commitments. Identify and escalate service improvement opportunities to enhance customer experience and support growth. Build and maintain strong operational and strategic relationships with Corporate Customers. Lead service calls and customer meetings in line with agreed communication strategies. Log and monitor all customer communications, risks, opportunities and complaints through the CRM system. Produce accurate Month End Reports highlighting performance, risks and areas requiring investigation. Act as the main point of contact for Corporate Customer enquiries, resolving complex issues proactively. Oversee onboarding and service changes to ensure smooth transitions for customers. Track and manage customer debt positions, resolving issues to mitigate financial risk. Support and coach Customer Service Assistants/Specialists with complex site‑level queries. What we’re looking for Strong experience managing and maintaining customer relationships at both operational and strategic levels. Proven ability to increase customer satisfaction and deliver against SLAs. Skilled in identifying risks, opportunities and service improvements to support customer retention and growth. Confident collaborating with internal and external stakeholders, including suppliers and corporate customers. Financial awareness with the ability to monitor performance through KPI and financial reporting. A detailed understanding of the Energy industry is desirable but not essential. What you’ll get in return Salary of from £32,981 per annum. 25 days annual leave, plus your birthday off and a concessionary day at Christmas. 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.