Customer Service Manager

Location

West Malling, Kent | United Kingdom

Job description

Customer Service Manager

from £34,608pa

Hybrid/Kings Hill, Kent

Do you pride yourself on increasing customer satisfaction? Do you have proven experience of managing, leading and coaching highly successful teams? LASER Energy are looking for a motivated individual that can confidently demonstrate experience in core customer service values and embed customer centric culture in the team to deliver an outstanding customer service.

The Customer Service Manager (CSM) will be accountable for leading, coaching, and developing a team of Customer Service Leads and/or Customer Service Assistants to consistently deliver against the Customer Service Success Measures. The successful candidate will be responsible for creating a customer-centric culture, instilling core customer service values, and developing skills across the team to deliver an outstanding customer experience while supporting the growth of the Energy Division.

In return we will offer you -

• 25 days holiday, plus bank holidays
• Never work a birthday again! You receive an extra day off for it to enjoy however you wish!
• Generous discount scheme, including gym and retail.
• Life assurance cover
• Health cash plan initiative
• A culture of progression and development
• Plus many more perks

Key duties -

• Empower and motivate your team to have independence to deliver success and be a high performing team with a customer centric culture at the heart of everything they do
• Lead, coach and develop your customer service team to consistently achieve and exceed the Customer Service Success measures, whilst promoting a culture of excellence, collaboration and exceptional customer satisfaction
• Have clear performance measures and metrics in place and regularly assess team and individual performance
• Be a point of senior escalation to ensure customer complaints are resolved successfully and in a timely manner, identifying root cause and implementing required solutions to mitigate future risk
• Deliver and maintain collaborative working methodologies with internal stakeholders to deliver process improvements to drive efficiency, performance and enhance the service delivery and increase customer satisfaction through our NPS scoring.

What we need from you -

• Strong experience of managing, leading and coaching highly successful teams who exceed success measures
• Experience of setting and measuring performance metrics, identify risks and areas for improvements and taking corrective actions
• Proven experience in identifying, developing and delivering new service offerings
• Ability to Demonstrate core customer service values and embed customer centric culture in the team to deliver an outstanding customer experience; increasing customer satisfaction
• Experience of implementing clear processes to drive efficiency and performance

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 one of the largest providers of public sector and education procurement and support services globally, with revenues of c£600M, 1,800 staff across 25 trading brands, providing services ranging from: HR Services, IT Services, Energy, Education Resources, Procurement and many more.

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.

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Salary