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A day in the life: Client Support Services Team

Four people sat around a table with a laptop having a discussion and smiling.

At Control Energy Costs we have a dedicated Client Support Services (CSS) Team who support the Client Relationship Management (CRM) team. Join us as we delve into the daily operations of our CSS team, led by our Head of Client Support Services, Iain Daniels.

Whether it's the validation and processing of over 6000 supplier invoices a month or ensuring new business leads are set up on the database, the primary mission of the CSS team is to manage and support the needs of clients and other departments within the business. No task, however complicated, is ever turned away and is completed in a professional and timely manner. 

Core Duties

The responsibilities of our CSS team encompass a wide array of services, all aimed at delivering excellence to our clients and other teams at Control Energy Costs:

  • Posting and validating invoices: Every supplier invoice that comes through the CSS team is validated accurately within a 4-pence tolerance.
  • Invoice resolution: Any issues with an invoice are raised as a query and managed by the resolution team which contacts the specific supplier and works to resolve the issue within 21 days.
  • New account setup: When a new client is signed up, the CSS team collates all information to allow a smooth transition to the CRM team. This includes Half Hourly (HH) data, Maximum Import Capacity (MIC) validation [AS1], obtaining invoices and highlighting any queries/errors that we may find.
  • Validation reports: A validation report shows clients that their invoices are correct and gives a detailed breakdown of the validation process.
  • Consumption reports: Clients choose to receive these weekly, monthly, or both, showing an easy-to-read usage report which allows them to spot any abnormalities in their consumption. This is then investigated by the CSS team.
  • ESOS/SECR reports: Assisting one of our award-winning Net Zero and sustainability consultants, we support customers by collating consumption and cost information for a specific period.
  • Meter reads: Clients have the option to send meter reads to a dedicated mailbox and these are sent on to suppliers to allow for more accurate invoices.
  • Onboarding: Any new contract confirmed by a member of the CRM Team is sent to an onboarding inbox where there is a detailed checklist of tasks that need to be completed, such as Climate Change Levy (CCL) or VAT relief, adding clients to supplier portals and checking clients have gone ‘live’ with the recommended supplier.

Get in touch with us today to see how the CSS team can take your business to new heights.