Customer Success Specialist

Customer Success Specialist 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: £24,570 - £26,000 (Bonus subject to performance and KPI’s)

We are looking to expand our Customer Success Team at our Leicester office. This role is for an experienced Customer Success Specialist who will ensure an excellent standard of service is provided to our Yü Energy customers.

• Provide solutions to the broad range of written and verbal enquiries raised by customers, aiming for 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 a good understanding of the systems and processes available to ensure customer queries are recorded and escalated appropriately.
• Monitor, action and escalates any issue as appropriate to ensure all queries raised and third parties are kept informed with progress.
• Create accurate records containing all relevant information to enable requests to be resolved to the timelines and standards required.
• Liaise with non‑customer facing teams to handle complex customer enquiries and resolve the query with the customer.
• Proactively recognise opportunities to take customer payments and collect revenue.
• Proactively identify sales opportunities to renew / cross‑sell available Yü Energy products.
• Ensure that 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 the management of complaints referred to Ombudsman service and EHU.
• Investigate and verify change of tenancy requests following process maps to determine the correct outcome is delivered and minimise risk to the business.
• Manage and close assigned account renewal opportunities, Meter Upgrades, Cash collection and Payment Plans built into your KPIs.

• Sharp – Effective decision‑making skills to manage a changing workload.
• Proactive – Build strong relationships with other teams across the business.
• Office 365 – Good Office 365 skills including Excel, PowerPoint & Word.
• Experienced – Previous experience in the Energy Industry would be desirable but not essential.
• Practiced – Proven Customer Service experience required.
• Great communicator – First‑rate communication and interpersonal skills.
• Ambitious – You want a career opportunity and a chance to work on your personal development.
• Analytical – Naturally curious, immaculate attention to detail with the ability to spot risks within accounts and offer remedial action.
• Motivated – You have a “can do” attitude and love to see success.
• Team player – You enjoy working closely with a team to help them develop.
• Flexible – You’re a strong team player who can adapt as the role and business develops.
• Target oriented – You have experience in hitting targets, managing your time effectively and 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 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
• Plus, many more

EEO and Work Eligibility: This position does not fulfill 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.