Role: Customer Service Lead
Salary: £31,933pa
Location: Hybrid/Kings Hill, Kent

Why Join CSG?

CSG is striving to be recognised as the global leader in Education and Public Sector services, currently operating in 86 countries, with 1,800 staff across 33 trading brands, providing expertise ranging from: HR Services, IT Services, Energy, Education Resources, Procurement and many more. Currently growing at a rate of 25% each year, CSG has expanded via an innovative buy and build model delivering an important mix of organic growth, acquisitions and strategic joint venture partnerships. Therefore, it is an exciting and interesting time to join a growing organisation and be part of shaping the future of CSG.

What You’ll Bring:

LASER Energy are looking for a dedicated individual with a customer-focused mindset to join their fast-paced team.

The Customer Service Lead will be responsible for ensuring high-quality service delivery to Corporate Customers, in accordance with the agreed Customer Service Level Agreement (SLA). This role involves managing the daily operations of customer service, fostering strong customer relationships, and consistently delivering an exceptional customer experience.

What You’ll Achieve:

As Customer Service Lead, you will:

• Build and maintain strong relationships with corporate customers and suppliers, proactively managing communication, risks, and service improvements to support customer retention and satisfaction.
• Ensure delivery of KPIs and SLA commitments, provide month-end reporting, and resolve service-level issues using CRM systems to track actions and outcomes.
• Work collaboratively with internal teams, including the Customer Service Manager, to identify opportunities for service enhancements and support frontline staff in resolving complex queries.
• Engage suppliers to challenge current processes, seek innovative solutions, and deliver the best outcomes for customers.
• Promote core customer service values, oversee customer onboarding and service changes, and drive improvements in satisfaction scores and Net Promoter Scores (NPS).

What We Offer:

• 25 days of annual leave, plus bank holidays
• An additional day off for your birthday to celebrate as you wish
• Access to a generous discount scheme, including retail and gym memberships
• Life assurance coverage
• Health cash plan initiative
• Companywide events

What We Require:

• Strong experience of managing, building and maintaining customer relationships at operational and strategic level.
• Proven experience of increasing customer satisfaction and delivering against a Customer Service Level Agreement.
• Experience in recognising risks and opportunities when working with customers to retain and build a customer base.
• Proficient IT skills, particularly Microsoft Office packages.
• A understanding of the Energy industry is desirable but not essential.

About LASER Energy

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

Commercial Services Group (CSG) is the largest, local authority-owned trading company (LATCO) in the UK, wholly owned by Kent County Council. CSG generates over £800m in revenue per annum and provides services to over 16,000 education and public sector customers globally.

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.