Customer Success Specialist

Reports to: Customer Success Team Leader

Location: Leicester Office, LE3 5BZ

Working hours: Monday to Friday, 37.5 hours a week

Salary: £24,570 - £26,000 per year (Bonus subject to performance and KPI’s)

Hiring Manager: Muhammed Ibrahim

We are looking to expand our Customer Success Team in the Leicester office and have created an exciting opportunity for an experienced Customer Success Specialist. Your role will ensure an outstanding standard of service is provided and maintained to our Yü Energy customers, supporting the high quality and growth of our business.

• Provide solutions to the broad range of written and verbal enquiries raised by customers, aiming for successful first‑contact resolution wherever possible.
• Resolve specific customer accounts within agreed service level agreements.
• Support collection and maintenance of customer data to enable efficient servicing.
• Develop and maintain a good understanding of systems and processes to ensure queries are recorded properly.
• Monitor, action and, when required, escalated any issue to keep all parties informed.
• Create accurate records containing all relevant information to meet required timelines and standards.
• Liaise with non‑customer facing teams to handle complex enquiries and resolve the query directly with the customer.
• Proactively recognise opportunities to take customer payments and collect revenue.
• Proactively identify sales opportunities to renew or cross‑sell available Yü Energy products.
• Ensure all customer enquiries are managed, resolved and closed within agreed timescales.
• Manage any customer dissatisfactions, escalations and complaints from beginning to end with a passion for resolving issues, including those referred to the Ombudsman service and EHU.
• Investigate and verify change of tenancy requests following process maps to determine the correct outcome and minimise risk to the business.
• Manage and close assigned account renewal opportunities, Meter Upgrades, Cash collection and Payment Plans, which are built into your KPIs.

• Sharp – Effective decision‑making skills to manage a changing workload.
• Proactive – Build strong relationships with other teams across the business.
• Good Office 365 skills (Excel, PowerPoint & Word).
• Experienced – Previous experience in the Energy Industry is desirable, but not essential.
• Practiced – Proven Customer Service experience required.
• Great communicator – First‑rate communication and interpersonal skills.
• Ambitious – Seek personal development and career opportunity, not just another job.
• Analytical – Naturally curious, immaculate attention to detail and able to spot risks within accounts.
• Motivated – “Can do” attitude and love to see success.
• Team player – Work closely with the team to help them develop.
• Flexible – Adapt as the role and business develop.
• Target‑oriented – Experience in hitting targets, managing time effectively and identifying sales opportunities.

• 24 days annual leave plus 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 if you get married/civil partnership etc.
• 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
• And many more

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 and we will see what we can do.

Yü Energy are one of the UK’s fastest growing business gas, electricity and water suppliers, supplying thousands of companies across the UK. On a mission to shake‑up the UK business energy market, our winning combination of expert, personal service and competitive prices are specifically tailored to the needs of commercial customers.