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- Tasks: Lead and inspire customer service teams to deliver exceptional service and drive growth.
- Company: Join LASER Energy, a leader in decarbonisation and energy services for the public sector.
- Benefits: Enjoy a competitive salary, 25 days annual leave, and a range of perks including gym discounts.
- Why this job: Make a real impact on customer satisfaction while supporting the journey to net zero.
- Qualifications: Experience in managing customer service teams and a strong understanding of the energy industry.
- Other info: Be part of a diverse team with opportunities for personal development and career progression.
Location: Remote/Kings Hill, Kent
Salary/package: From £35,646
Contract type: Permanent
Hours: Full time, 37 hours per week
LASER Energy have an exciting opportunity for an experienced Customer Service Manager to lead, develop and inspire our customer service teams, ensuring exceptional service delivery and supporting the continued growth of our Energy Division.
Who we are
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 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. 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.
Why this role matters
The Customer Service Manager plays a pivotal role in shaping LASER Energy’s customer experience. You will lead a high-performing team, embed a customer centric culture, and develop tailored service offerings that meet the evolving needs of our core customer sectors. Your work will directly influence customer satisfaction, retention and the long-term success of the Energy Division.
What you’ll be doing
- Lead, coach and develop Customer Service Leads to consistently achieve Customer Service Success Measures.
- Foster a culture of excellence, collaboration and customer-centricity across the team.
- Empower your team with autonomy, clear expectations and ongoing development to drive high performance.
- Establish and maintain performance metrics, regularly reviewing team and individual performance, identifying risks and implementing improvements.
- Act as a senior escalation point for customer complaints, ensuring timely and effective resolution and addressing root causes.
- Collaborate with internal stakeholders to deliver process improvements that enhance efficiency, service quality and customer outcomes.
- Work closely with marketing to produce high-quality customer communications, newsletters and service updates tailored to sector needs.
- Develop and deliver a service strategy that evolves our offering for core customer sectors, supporting growth and retention.
- Partner with internal and external stakeholders to enhance the digital customer experience, including improvements to the customer web portal.
- Increase Customer Satisfaction and NPS by understanding end-to-end customer journeys, identifying challenges and implementing solutions.
- Create and maintain clear Service Level Agreements aligned to new service offerings, ensuring visibility of performance and accountability.
- Own and update customer service operating processes to ensure consistent, accurate and efficient service delivery.
- Work with Customer Service Leads to identify risks and opportunities with corporate customers, ensuring all activity is logged in CRM with clear actions.
- Proactively identify opportunities for change to improve service quality, efficiency and customer experience.
What we’re looking for
- Strong experience managing, leading and coaching high-performing customer service teams.
- Proven experience improving customer satisfaction and embedding customer-centric values.
- A detailed understanding of the energy industry.
- Experience setting and measuring performance metrics and managing risk.
- Experience developing and productising new customer service offerings.
- Ability to build strong relationships with internal and external stakeholders.
- Experience identifying and improving ineffective processes to drive efficiency and performance.
- Strong IT skills, particularly Microsoft Office.
- Ability to lead diverse teams with varying skill sets.
- Financial acumen and the ability to monitor performance through financial and KPI reporting.
- Strong problem-solving skills and the ability to challenge the status quo.
- Highly organised, resilient and able to manage multiple priorities.
- Commercially astute with the ability to analyse complex issues and make well-judged decisions.
- Creativity, innovation and the ability to think outside the box.
- Commitment to continuous improvement, personal development and seeking feedback.
What you’ll get in return
- Competitive salary.
- 25 days annual leave, plus your birthday off.
- Life assurance cover (4x salary).
- Pension scheme with employer contribution.
- Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme.
- Volunteer days and access to a comprehensive wellbeing programme.
- Tailored learning and development support with real opportunities to progress.
Inclusion & Accessibility
We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds. We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.
Customer Service Manager in West Malling employer: Commercial Services
Contact Detail:
Commercial Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in West Malling
✨Tip Number 1
Network like a pro! Reach out to your connections in the energy sector and let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching LASER Energy's mission and values. Show us that you understand our commitment to customer satisfaction and how you can contribute to our goal of net zero. Tailor your responses to highlight your experience in leading high-performing teams.
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss specific examples of how you've tackled customer complaints or improved service delivery in the past. We want to see your creativity and innovation in action!
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets noticed. Plus, it shows us that you're genuinely interested in joining our team at LASER Energy.
We think you need these skills to ace Customer Service Manager in West Malling
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service management. We want to see how your skills align with our mission at LASER Energy, so don’t hold back on showcasing your achievements!
Showcase Your Leadership Skills: As a Customer Service Manager, your ability to lead and inspire teams is crucial. Use your application to share specific examples of how you've developed high-performing teams and fostered a customer-centric culture in your previous roles.
Highlight Your Problem-Solving Abilities: We love candidates who can think outside the box! Share instances where you’ve identified challenges and implemented effective solutions to improve customer satisfaction or operational efficiency. This will show us you’re the right fit for our dynamic environment.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at LASER Energy. Don’t miss out!
How to prepare for a job interview at Commercial Services
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of LASER Energy's mission and values. Familiarise yourself with their approach to customer service and how they aim to support the public sector on their journey to net zero. This will show your genuine interest in the role and help you connect your experience to their goals.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to lead and inspire a team. Prepare examples of how you've successfully managed and developed teams in the past. Think about specific situations where you fostered a customer-centric culture or improved customer satisfaction, and be ready to discuss these during the interview.
✨Be Data-Driven
Since the role involves establishing performance metrics and reviewing team performance, come prepared with examples of how you've used data to drive improvements in customer service. Discuss any KPIs you've set and how you've measured success in previous roles, as this will demonstrate your analytical skills and focus on results.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the role and the company. Inquire about the current challenges the customer service team faces or how they measure customer satisfaction. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
