Portfolio Assistant

3 months ago

West Malling, United Kingdom Commercial Services Group Full time

**Portfolio Assistant** (from £23,320pa)

**LASER Energy** (Hybrid/Kings Hill, Kent)

**About LASER**

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.

Our recently refurbished HQ - based in Kings Hill - is now an inviting co-working space where teams and colleagues from the wider business can come and enjoy an inclusive, vibrant space to work and socialise alike. Our work-from-home policy allows you to adopt a working pattern that best suits you, ensuring you the perfect work-life balance.

**The Role**

The Portfolio Assistant is accountable for delivering the portfolio service, ensuring accurate and timely processing of any changes to their customers' portfolio of sites/energy supplies. This will capture all parts of our customers' portfolios, including site list, procurement options, management options and pricing.

The Portfolio Assistant will have an eye for detail, utilising excellent communication and problem solving skills to ensure any changes are proactively managed through to their completion, keeping the customer informed along the way.

On successful progression through to the Portfolio Specialist role, via a career development plan, the accountability will expand to include; utlising industry expertise to manage and resolve complex site level queries and processes, collaborating with internal and external stakeholders to identify efficiencies to improve and optimise the customer experience, undertaking root cause analysis and implementing solutions. The Portfolio Specialist will also identify opportunities for process improvement and additional service offerings.

**Key Duties**
- Be the first point of contact for portfolio enquiries, resolving in a first time response where possible
- Deliver accurate portfolio management to your portfolios of customers
- Ensure portfolio changes follow defined processes to ensure consistency of service
- Enable visibility of portfolio change progress throughout
- Maintain accurate and up to date systems, for your portfolio of sites, reflecting changes and pending changes
- Obtain accurate and full data sets for the onboarding of new customers, sites or supplies, ensuring go live and full system set up in advance of opening invoices
- Proactively report updates to customers on changes in their portfolio (e.g. site additions, removals, Change of Tenancies etc)
- Action changes in line with KPIs to ensure each customer portfolio is managed in line with the SLA
- Work with the Customer Services and Billing teams to ensure first class service for your portfolio of customers
- 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.
- Identify and put forward suggestions for process improvements across the team to improve the customer experience
- Develop your knowledge and understanding of the Energy Industry and its processes to become an industry expert and develop through to a Portfolio Specialist
- Provide support in the training of new and existing team members.

**What we need from you**
- Knowledge and experience in the energy supply industry
- Has a problem solving and process driven mindset
- Ensures data accuracy and has an eye for detail, noticing small but important details that other people may not
- Enjoys working in a team and collaborating with others to deliver success
- Experience in meeting and exceeding KPIs
- Good IT skills, particularly Microsoft Office packages
- Numerate, accurate and displaying sound financial acumen
- Excellent telephone manner with strong communication skills both oral and written
- Able to build rapport quickly within teams, with peers and stakeholders
- Resilient nature, able to overcome obstacles and barriers whilst maintaining pace and momentum
- Ability to multitask, prioritise and manage time effectively
- Sincere in own behaviour and in dealings with others, role models values and behaviours, questioning the actions of others
- Self-motived and self-aware, recognises own strengths and weaknesses whilst being committed to personal development
- Adaptable work style with the ability to operate with tact and sensitivity when required

**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 & develop

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