Customer Service Advisor

6 days ago

Kent, United Kingdom Commercial Services HR Full time

Role: Customer Service Advisor

**Salary**: £23,294

Location: Kings Hill/ Hybrid

**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 over £400m, 800 staff and five trading divisions: Global Education Supplies, Procurement, Energy & Carbon, CommunityServices 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**

**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. o Where another team is accountable for resolving a query,ensuring the necessary information is transferred to them fully and efficiently to allow them to promptly resolve the query.
- Challenge the status quo and work with the suppliers to explore and investigate all possible solutions to obtain a query resolution within SLA and best outcome for the customer.
- Utilise the supplier working meetings to build rapport and relationships with suppliers and actively progress and resolve queries.
- Identify and assess customers' needs and requirements to achieve satisfaction.
- Build sustainable relationships and trust with customers through open and interactive communication.
- 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.
- Handle customer complaints, provide appropriate solutions and alternatives and follow through to resolution.
- Work closely and proactively communicate with the billing lead and portfolio administrator to ensure that KPIs are achieved each month for your customers.
- Manage inbound written customer correspondence (for example, provision of meter readings).
- Develop a strong understanding of the Energy Industry and its processes to become an industry expert and trusted customer's services advisor.
- Identify and put forward suggestions for process improvements across the team and LASER as a whole

**What you need**
- An understanding of the Energy Industry
- Proven customer service/support experience
- Strong phone contact handling skills and active listening.
- Previous experience of working in the energy services market.
- Experience of establishing and maintaining commercial customer relationships in the public and provide sector.
- Excellent communication and presentation skills.
- Experience of team working and developing internal relationships
- Financial awareness

**What CSG has to 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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