Portfolio Assistant/specialist - Kings Hill, United Kingdom - Commercial Services HR

Commercial Services HR

Verified Company

Kings Hill, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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 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, includingsite 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 internaland 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 additionalservice 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
Have an indepth knowledge of the energy industry and be an expert in managing and resolving complex industry queries, in line within the SLA timescales
Identify risks, impacting the customer and/or LASER, and work closely with the Portfolio Team Leader to manage and resolve
Identify opportunities (service/revenue) and work closely with the Portfolio Team Leader to manage and implement
Collaborate with cross team specialists to deliver the best possible service
Be the point of contact where required in the absence of the Portfolio Team Leader
Recognise inefficiencies and implement efficiencies to streamline portfolio processes
Resolve site level escalations and complaints, mitigating the need for higher