Customer Service Specialist

Overview

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 (Bonus subject to performance and KPI’s)

We are expanding our Customer Success Team in Leicester to support continued growth. This is an exciting opportunity for an experienced Customer Success Specialist to ensure an excellent standard of service for Yu Energy customers. Customer Success Specialists help the company deliver the highest quality to customers through their skills, expertise and experience. Our company is growing rapidly, offering long-term career potential.

Department: YUR - 2080 - Customer Services

Employment Type: Permanent - Full Time

Workplace: Onsite

Compensation: £24,570 - £26,000 / year

Reporting To: Customer Success Team Leader

• Provide solutions to the broad range of written and verbal enquiries raised by customers. Your primary objective will be to deliver a successful first contact resolution wherever possible.
• Resolve specific customer accounts within agreed service level agreements.
• Support the collection and maintenance of customer data to enable efficient servicing of customers.
• Develop and maintain an understanding of the systems and processes to ensure queries are recorded and noted accordingly.
• Monitor, action and escalate any issue as appropriate to keep customers and third parties informed with progress.
• Create accurate records containing all relevant information to enable requests to be resolved within timelines and standards.
• Liaise with non-customer facing teams to handle complex enquiries and resolve the query with the customer.
• Proactively recognise opportunities to take customer payments and collect revenue.
• Identify sales opportunities to renew/cross-sell available Yü Energy products.
• Ensure all customer enquiries are managed, resolved, and closed within agreed timescales.
• Manage customer dissatisfaction, escalations and complaints from start to finish, including complaints referred to Ombudsman service and EHU.
• Investigate and verify change of tenancy requests following process maps to determine correct outcomes and minimise risk to the business.
• Manage and close assigned account renewal opportunities, Meter Upgrades, Cash collection and Payment Plans as part of your KPIs.

• Sharp – Effective decision-making to manage changing workloads.
• Proactive – Build strong relationships with other teams.
• Office 365 – Good skills including Excel, PowerPoint & Word (Physical Requirements).
• Experienced – Previous energy industry experience desirable but not essential.
• Practiced – Proven customer service experience required.
• Great communicator – First-rate communication and interpersonal skills.
• Ambitious – Looking for a career opportunity and personal development.
• Analytical – Attention to detail with ability to spot risks and propose remedial actions.
• Motivated – Can-do attitude and willingness to contribute to success.
• Team player – Enjoy working closely with a team to develop collectively.
• Flexible – Adaptable as the role and business evolve.
• Target Oriented – Experience in hitting targets and managing time while identifying sales opportunities.

• 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 on 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
• Plus, 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.

About Yü Group

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.

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