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Customer Service Lead

Commercial Services

Kings Hill


£27000 - £32000/annum


Posted: 24/11/2022

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About Commercial Services Group

Commercial Services Group (CSG) is one of the largest providers of public sector and education procurement services globally, with revenues of c£500M, 1800 staff and six trading divisions: Global Education Supplies, Procurement, Energy & Carbon, Community Services, Professional Services and People Services.

Wholly owned by Kent County Council, CSG supports over 15,000 customers in 86 countries and collaborates with a supply chain of c1,000 suppliers.

The Role

 The Customer Service Lead is accountable for the service delivery for their Corporate Customers and ensuring the delivery of key outputs in the Customer Service Level agreement (SLA). With a proactive customer-focused mindset, the Customer Service lead will use specialist knowledge and provide expert advice to support customers in managing their estates, making their lives easier.

The Customer Service Lead is accountable for building, managing and maintaining customer relationships. Using excellent communication and relationship building skills, the CSL will have a deep understanding of their customers’ requirements to deliver a first-class customer experience whilst supporting the growth of the Energy Division.

Key Duties

Leadership, Communication & Collaboration:

Deliver and maintain collaborative working relationships and methodologies with key internal stakeholder to review current processes and ensure the performance and delivery of the KPI and deliverables against the Customer SLA and customer month end report.
Work closely with the Customer Service Manager proactively highlighting and identify service improvements opportunities for each customer sector to help grow our servicing offering.
Build and maintain solid working relationships with suppliers. Challenge the status quo and work with the suppliers and investigate all possible solutions to obtain the best outcome for the Customer.
Help promote and embed core customer service values and using customer service skills to achieve customer excellence across the team.
Support Customer Service Assistants/Specialist with managing and resolving site level complex queries.
Build and maintain solid working relationships with suppliers. Challenge the status quo and work with the suppliers and investigate all possible solutions to obtain the best outcome for the Customer. Technical & Delivery:

Build and maintain strong operational and strategic customer relationships.
Proactively communicating with customers, identifying and managing risks and
opportunities to deliver service improvements and support customer retention.
Undertake service calls and face to face meetings in line with the communication
strategy for your customers.
Ensure all Corporate Customer communication; meetings, risks, opportunities and service level complaints are logged in CRM system closely monitored through to
Understand your customer’s requirements and actively manage customer
expectations whilst being proficient with the service deliverables for each of your
customers in accordance with the customers SLA.
Provide Month End Reporting to your customers to demonstrate service performance.
and highlight risks or outliers within the portfolio - such as debt, estimated readings,
AMR - that require further investigation.
Be the main point of service contact for your Corporate Customers and proactively manage and resolve Corporate Customer enquiries and queries.
Oversee successful onboarding or service changers for your customers
Increase customer scorecard responses and customer satisfaction and NPS Score year on year.
Closely track your Customer debt position ensuring any queries or issues are
resolved to receive payment to mitigate against financial risk to LASER
Act as a point of escalation for site level customer queries.  

In return, CSG will offer you:

25 days holiday, plus bank holidays
Birthday off work
Life assurance cover
Company pension
Flexible first, hybrid working
A culture of progression & development
Shopping discounts & retailer offers
Team & company events
eLearning portal
EAP programme
Referral scheme
Health & Wellbeing platform
Health Cash Plan initiative
Discounted gym membership

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