Join to apply for the Customer Success Specialist role at Yü Group PLC.
Reports to: Customer Success Team Leader
Location: Leicester Office, LE3 5BZ
Working hours: Monday to Friday, 37.5 hours a week
Salary: £25,000 (OTE £30,000 per annum subject to performance and KPI’s)
We are looking to expand our Customer Success Team to our Leicester office due to continued success & growth. This exciting opportunity for an experienced Customer Success Specialist ensures an excellent standard of service is provided and maintained to our Yu Energy customers.
Customer Success Specialists ensure that our company delivers the highest quality to our customers by using their skills, expertise, and experience. Our company is growing at a rapid pace, so it is an exciting opportunity to join an organisation that can offer a long-term future career.
Responsibilities:
* Provide solutions to the broad range of written and verbal enquiries raised by customers, aiming for a successful first contact resolution.
* Resolve specific customer accounts within agreed service level agreements.
* Support the collection and maintenance of customer data for efficient servicing.
* Develop and maintain a good understanding of the systems and processes available for recording customer queries.
* Monitor, action, and escalate any issues appropriately to ensure all queries and third parties are kept informed.
* Create accurate records with all relevant information to enable requests to be resolved within required timelines.
* Liaise with non-customer facing teams to handle complex customer enquiries.
* Proactively recognize opportunities to take customer payments and collect revenue.
* Identify sales opportunities to renew/cross-sell Yü Energy products.
* Ensure all customer enquiries are managed, resolved, and closed within agreed timescales.
* Manage customer dissatisfactions, escalations, and complaints from beginning to end, including those referred to Ombudsman service and EHU.
* Investigate and verify change of tenancy requests following process maps.
* Manage and close assigned account renewal opportunities, Meter Upgrades, Cash collection, and Payment Plans built into your KPIs.
Qualifications:
* Effective decision-making skills to manage a changing workload.
* Proactive in building strong relationships with other teams.
* Good Office 365 skills including Excel, PowerPoint & Word.
* Previous experience in the Energy Industry is desirable but not essential.
* Proven Customer Service experience required.
* Excellent communication and interpersonal skills.
* Ambitious with a desire for career development.
* Attention to detail with the ability to spot risks within accounts.
* Motivated with a “can do” attitude.
* Team player who enjoys collaboration.
* Flexible and adaptable as the role and business develops.
* Experience in hitting targets and managing time effectively.
Benefits:
* 24 days annual leave + bank holidays
* Holiday buy – up to 5 additional days
* Day off on your birthday
* Employee Assistance Programme
* Annual salary review
* Learning and development opportunities
* Enhanced paternity, maternity, and adoption policies
* Yü made a difference Awards
* 3 days additional annual leave for marriage/civil partnership
* Appointment allowance
* Long service recognition
* Refer a friend payment
* Company sick pay (subject to length of service)
* New modern facilities
* Death in service and critical illness cover
This position does not fulfil the UK Visas & Immigration sponsorship criteria for Skilled Worker, therefore we can only accept applications from candidates who already have an indefinite right to work in the UK.
If you need any reasonable adjustments to help you apply for a role, please let us know.
About Yü Group:
Yü Energy is one of the UK’s fastest-growing business gas, electricity, and water suppliers, supplying thousands of companies across the UK. Our mission is to shake up the UK business energy market with a winning combination of expert, personal service and competitive prices tailored to the needs of commercial customers.
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