Customer Service 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 KPIs)

We are expanding our Customer Success Team in the Leicester office. This role is for an experienced Customer Success Specialist who will ensure an excellent standard of service is provided and maintained to our customers.

Craig Newson

• Provide solutions to the broad range of written and verbal enquiries raised by customers, aiming for first‑contact resolution.
• Resolve specific customer accounts within agreed service‑level agreements.
• Support the collection and maintenance of customer data for efficient servicing.
• Maintain a good understanding of systems and processes to ensure queries are recorded and escalated appropriately.
• Monitor, action and, when necessary, escalates any issues so all parties are kept informed.
• Create accurate records with all relevant information to meet required timelines and standards.
• Liaise with non‑customer facing teams to handle complex enquiries and resolve them with the customer.
• Proactively recognise opportunities to take customer payments and collect revenue.
• Identify sales opportunities to renew/cross‑sell available products.
• Ensure all enquiries are managed, resolved and closed within agreed timescales.
• Handle customer dissatisfactions, escalations and complaints from beginning to end, including management of complaints referred to the Ombudsman service and EHU.
• Investigate and verify change‑of‑tenancy requests following process maps to deliver the correct outcome and minimise risk.
• Manage and close assigned account renewal opportunities, meter upgrades, cash collection and payment plans built into your KPIs.

• Sharp decision‑making skills to manage a changing workload.
• Proactive in building strong relationships with other teams.
• Good Office 365 skills including Excel, PowerPoint & Word.
• Prior experience in the Energy industry is desirable but not essential.
• Proven customer service experience.
• Excellent communication and interpersonal skills.
• Ambitious – seeking a career opportunity and personal development.
• Analytical – attention to detail, spot risks and offer remedial action.
• Motivated with a “can do” attitude and a desire for success.
• Team player who enjoys working closely with colleagues.
• Flexible and adaptable as the role and business develop.
• Target‑oriented with experience hitting targets and managing time effectively.

• 24 days annual leave plus bank holidays
• Holiday buy‑in – 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
• Company awards for making a difference
• Additional 3 days 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.

We do not meet the UK Visas & Immigration sponsorship criteria for Skilled Worker, so 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 this role, please let us know and we will see what we can do.

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 by offering expert, personal service and competitive prices tailored to commercial customers.