Customer Success Team Leader

Reports to: Customer Success Manager

Location: Leicester Office LE3 5BZ

Working hours: Monday to Friday, 37.5 hours a week

Employment type: Fixed Term Contract

Compensation: £32,000 / year

We are seeking an experienced customer service professional to lead our Leicester Customer Success department. You will lead a dedicated team of Customer Success Specialists who deliver a personal and timely customer service journey via phone, email, chat, text messaging, and our customer portal. Using our omni‑channels, you will ensure the team are able to resolve customer queries efficiently and upon first contact.

This role requires someone with an in‑depth understanding of billing and the technical aspects of the energy industry. Our company is growing rapidly, presenting an exciting opportunity to join an organisation that can offer a long‑term future career.

• Provide an environment to inspire achievement and development within the team and individuals.
• Encourage a growth‑mindset environment.
• Motivate, coach, train and develop staff in accordance with company values and procedures.
• Ensure internal and external business relationships are maintained and developed to achieve optimum delivery and efficiency.
• Investigate and resolve all escalated business and customer queries/complaints.
• Always represent Yu Energy values and habits.
• Directly manage all team personnel to ensure flawless operation of all aspects of day‑to‑day performance and delivery within the team and the business.
• Ensure all key processes within the Customer Care Team are performed accurately and efficiently.
• Ensure system development keeps pace with business requirements.
• Regularly review department processes for efficiency improvements and ensure documentation is continually updated.
• Attend meetings and contribute to company strategy and policy making as required.
• Co‑ordinate activities and information between departments, working in a collaborative manner cross‑functionally within the business.
• Carry out other reasonable duties as determined by management.

• Sharp – Effective decision‑making skills to manage technical workload and a thorough understanding of operations energy processes.
• Experienced – you’ve worked in a supervisory role managing a diverse team and in the energy or water industry (desirable).
• Great communicator – you have first‑rate communication and interpersonal skills at all levels.
• Ambitious – you don’t just want another job, you want a career opportunity.
• Analytical – naturally curious, immaculate attention to detail and a high degree of computer literacy including Excel, Word and PowerPoint.
• Motivated – you have a “can do” attitude and love to see success.
• Team player – you enjoy working closely with a motivated team to help them develop.
• Flexible – you’re a strong team player who can adapt as the role and business develops.

• 24 days annual leave + bank holidays
• Holiday buy – up to five 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
• Three days additional annual leave if you get married or enter a 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.

Martyn Strafford

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.

Yu 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.