Customer Service Advisor

2 weeks ago

Kings Hill, United Kingdom Commercial Services HR Full time

**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, CommunityServices, 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 Advisor will have a proactive customer focused mindset and work closely across the teams where required to ensure KPIs are met and exceeded. They will embrace and demonstrate core customer service values and proactive problem-solvingskills to deliver excellent customer service and improve satisfaction.

On successful progression through to the customer service specialist, via a career development plan, the accountability will expand to include; be an industry expert in queries and processes, resolving complex industry queries. You will be accountable formanaging and resolving site level escalations and complaints, undertake root cause analysis and implement solutions. Collaborate with internal and external stakeholders to identify efficiencies to improve and optimise the customer experience.

**Key Duties**
- Log all queries in GEMS that are unable to be resolved in first response. Follow the query best practice to successfully manage and resolve queries within the SLA timescale for each query type
- Have a problem-solving mindset and ‘can do’ approach to resolve queries efficiently and effectively, leaving customers with queries fully answered and resolved
- Have excellent communication skills to build a good rapport and trust with customers, with the ability to assess customers’ needs and requirements to achieve satisfaction
- Be proficient with the Customers SLA and the understanding of both LASER and Customer responsibilities to ensure the service deliverables are met.
- Follow communication procedures, guidelines and processes to ensure you are providing consistent, concise and regular internal and customer communication.
- 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
- Work closely and proactively communicates with the billing and portfolio assistants to ensure that KPIs are achieved each month for your customers.
- Identify and put forward suggestions for process improvements across the team to improve the customer experience
- Develop your customer service skills, knowledge and understanding of the Energy Industry and its processes to become an industry expert and develop through to a Customer Service Specialist

**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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