Customer Service Manager in West Malling

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.

Why CSG?

Commercial Services Group (CSG) is the UK’s largest local authority-owned trading company (LATCO), generating over £800 million in revenue and supporting 16,000 education and public sector customers worldwide. With more than 1,800 employees across the UK, France, Dubai and Bangkok, we are working towards becoming the global leader in education and public sector solutions. We are expanding rapidly, with annual growth of around 25 percent, supported by a blend of organic development, acquisitions and strategic partnerships. Our 33 trading businesses deliver a wide range of services including education management, IT, HR, legal, energy, procurement and supplies. CSG is wholly owned by local authorities, and a significant proportion of our profits is reinvested into frontline public services. Over £77 million has already been returned, reflecting our commitment to combining commercial performance with meaningful social impact.

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.