Customer Success Specialist – Strategic Partners

Customer Success Specialist – Strategic Partners

Join Yü Group PLC as a Customer Success Specialist – Strategic Partners in our Leicester office. This permanent, full‑time role is critical to delivering superior service to our Yü Energy customers.

Reports to: Customer Success Team Leader

Location: Leicester Office, LE3 5BZ

Working hours: Monday to Friday, 08:30‑17:00 (37.5 hours a week)

Salary: £25,000‑£26,000 per year, plus performance‑based bonus.

Employment type: Permanent – Full Time

Seniority level: Mid‑Senior level

As a key member of our Customer Success Team, you will support white‑label strategic partners through inbound call handling, complaint resolution, and customer support during the Change of Tenancy process. Your focus will be on first‑contact resolution, SLA compliance, and proactive revenue generation.

• Handle inbound calls and provide solutions to written and verbal enquiries, aiming for first‑contact resolution.
• Resolve specific customer accounts within agreed SLA thresholds.
• Collect and maintain customer data to support efficient servicing.
• Use systems and processes to record and track queries accurately.
• Escalate issues as appropriate, ensuring timely updates for all parties.
• Create thorough records to support resolution timelines and quality standards.
• Collaborate with non‑customer‑facing teams to resolve complex enquiries.
• Identify and secure opportunities for customer payments and revenue collection.
• Seek sales opportunities to support white‑label partners and retain meter points.
• Manage escalations and complaints, including those referred to Ombudsman services and EHU.
• Investigate and verify change of tenancy requests following process maps.
• Close account renewal opportunities, meter upgrades, cash collections, and payment plans as part of KPIs.

• Effective decision‑making skills and the ability to manage a changing workload.
• Proactive relationship builder across business teams.
• Proficient with Office 365 (Excel, PowerPoint, Word).
• Experience in the energy industry is desirable but not essential.
• Proven customer service experience.
• Excellent communication and interpersonal skills.
• Results‑driven with a “can‑do” attitude.
• Strong analytical skills and attention to detail.
• Team player who supports colleague development.
• Adaptable to evolving role and business needs.
• Target‑oriented, skilled in time management and sales opportunities.

• 24 days annual leave plus bank holidays.
• Up to 5 additional holiday days to purchase.
• Day off on your birthday.
• Employee Assistance Programme.
• Annual salary review.
• Learning and development opportunities.
• Enhanced maternity, paternity, and adoption policies.
• Yü made a difference Awards.
• 3 additional days of leave for marriage or civil partnership.
• Appointment allowance.
• Long service recognition.
• Refer‑a‑friend payment.
• Company sick pay (subject to length of service).
• Modern facilities.
• Death in service and critical illness cover.
• And many more.

This position does not meet UK Visas & Immigration sponsorship criteria for Skilled Worker; we can only accept applications from candidates who already have an indefinite right to work in the UK. If you require reasonable adjustments to help you apply, please let us know.

Yü Energy is one of the UK’s fastest‑growing suppliers of gas, electricity and water, offering tailored, competitive solutions to commercial customers. We are on a mission to shake up the UK business energy market with expert, personal service.

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