Customer Success Specialist – Evening Shift
Apply as a Customer Success Specialist at Yü Group PLC’s Leicester office. You will report to the Customer Success Team Leader and work Monday‑Friday from 10:30 am to 7:00 pm, 37.5 hours per week. The salary range is £24,570‑£26,000 per year, with a performance‑based bonus and KPI rewards.
Responsibilities
* Provide solutions to a broad range of written and verbal enquiries raised by customers, aiming for successful first‑contact resolution.
* Resolve specific customer accounts within agreed service level agreements.
* Support the collection and maintenance of customer data to enable efficient service.
* Develop and maintain a good understanding of the systems and processes, ensuring queries are recorded and noted accurately.
* Monitor, action and appropriately escalatetheany issue so that all queries and third‑party involvement are kept informed.
* Create accurate records containing all relevant information to meet requested timelines and quality standards.
* Liaise with non‑customer‑facing teams to handle complex enquiries and resolve issues.
* Proactively recognise opportunities to take customer payments and collect revenue.
* Identify sales opportunities to renew or cross‑sell Yü Energy products.
* Ensure all enquiries are managed, resolved and closed within agreed timescales.
* Manage customer dissatisfactions, escalations and complaints from beginning to end, including the management of complaints referred to the Omnibus service and EHU.
* Investigate and verify change‑of‑tenancy requests following process maps to minimise business risk.
* Manage and close assigned account renewal opportunities, meter upgrades, cash collection and payment plans built into KPIs.
Qualifications and Skills
* Effective decision‑making skills to manage a changing workload.
* Proactive approach to building strong relationships across the business.
* Good Office 365 skills, including Excel, PowerPoint and Word.
* Experience in the energy industry is desirable but not essential.
* Proven customer service experience.
* Excellent communication and interpersonal skills.
* Ambitious and keen to develop a career.
* Analytical mindset with strong attention to detail and risk spotting.
* Motivated, can‑do attitude and enjoyment of success.
* Team player who works closely with others to help them develop.
* Flexible and adaptable to role and business changes.
* Target‑oriented experience in hitting targets, managing time and identifying sales opportunities.
Benefits
* 24 days annual leave + bank holidays.
* Holiday buy‑up to 5 additional days.
* Birthday day off.
* 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 for marriage or 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.
* And many more.
Legal and Access Statement
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.
Yü Energy is a business‑to‑business gas, electricity and water supplier. We are on a mission to shake‑up the UK business energy market, offering expert, personal service and competitive prices tailored to commercial customers.
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