Customer Success Specialist
Department: YUR - 2080 - Customer Services
Employment Type: Permanent - Full Time
Location: Leicester
Reporting To: Customer Success Team Leader
Compensation: £24,750 - £25,000 / year
Description
Reports to: Customer Success Team Leader
Location: Leicester Office, LE3 5BZ
Working hours: Monday to Friday, 37.5 hours a week
Salary: £24,750 (Bonus subject to performance and KPIs)
We are expanding our Customer Success Team at our Leicester office due to continued success and growth. We seek an experienced Customer Success Specialist to ensure excellent service standards are maintained for our Yu Energy customers.
Customer Success Specialists play a vital role in delivering high-quality service by applying their skills, expertise, and experience.
As our company grows rapidly, this is an exciting opportunity for a long-term career with us.
What We Need from You
* Provide solutions to a wide range of customer enquiries, aiming for first contact resolution.
* Resolve specific customer accounts within agreed service levels.
* Support the collection and maintenance of customer data for efficient service.
* Develop understanding of systems and processes to record customer queries accurately.
* Monitor, escalate, and update on issues as needed, keeping all parties informed.
* Create detailed records to facilitate timely resolution of requests.
* Liaise with non-customer facing teams to handle complex enquiries and resolve issues.
* Proactively recognize opportunities for payments, sales, and product cross-sell/renewals.
* Manage customer dissatisfaction, escalations, and complaints from start to finish, including Ombudsman and EHU referrals.
* Verify change of tenancy requests to minimize business risks.
* Manage and close account renewals, meter upgrades, cash collections, and payment plans aligned with KPIs.
About You
* Decision-making skills to manage a changing workload.
* Ability to build strong relationships across teams.
* 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.
* Ambition for career growth and personal development.
* Attention to detail and analytical skills to identify risks and suggest solutions.
* Motivated with a positive attitude.
* Team player capable of adapting to evolving roles.
* Experience in target-driven environments, managing time, and spotting sales opportunities.
Why Join Yü
We offer a comprehensive benefits package including:
* 24 days annual leave plus bank holidays
* Holiday buy-up of up to 5 days
* Day off on your birthday
* Employee Assistance Programme
* Annual salary reviews
* Learning and development opportunities
* Enhanced parental policies
* Recognition awards
* Additional leave for marriage/civil partnership
* Referral bonuses
* Sick pay benefits
* Modern facilities
* Death in service and critical illness cover
This role does not meet UK Visas & Immigration sponsorship criteria for Skilled Worker visas. Only applicants with indefinite right to work in the UK will be considered.
If you require reasonable adjustments during the application process, please let us know.
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