Customer Success Specialist – Strategic Partners
Location: Leicester
Compensation: £25,000 - £26,000 / year (Bonus subject to performance and KPIs)
Working hours: Monday to Friday 08:30-17:00, 37.5 hours per week
Reports to: Customer Success Team Leader
Responsibilities
* Support our white label strategic partners through inbound call handling, complaint support and hand‑holding customers through the change of tenancy process.
* Provide solutions to a broad range of written and verbal enquiries raised by customers, aiming for first contact resolution wherever possible.
* Resolve specific customer accounts within agreed service level agreements.
* Support the collection and maintenance of customer data to enable efficient servicing.
* Develop and maintain a good understanding of the systems and processes available to ensure customer queries are recorded and noted accordingly.
* Monitor, action and, where appropriate, escalates any issues to ensure all queries and third parties are kept informed and updated with progress.
* Create accurate records containing all relevant information to enable requests to be resolved to the required timelines and standards.
* Liaise with non‑customer‑facing teams to handle complex enquiries and resolve the query with the customer.
* Proactively recognise opportunities to take customer payments and collect revenue.
* Identify sales opportunities to support our white label partners and retain meter points.
* Ensure all customer enquiries are managed, resolved and closed within agreed timescales.
* Manage any customer dissatisfactions, escalations and complaints from beginning to end, including those referred to the Ombudsman service and EHU.
* Investigate and verify change of tenancy requests following process maps to ensure the correct outcome is delivered and minimise risk to the business.
* Manage and close assigned account renewal opportunities, meter upgrades, cash collection and payment plans built into your KPIs.
Qualifications
* Sharp – Effective decision‑making skills to manage a changing workload.
* Proactive – Build strong relationships with other teams across the business.
* Good Office 365 skills including Excel, PowerPoint & Word.
* Experience – Previous experience in the Energy Industry would be desirable but not essential.
* Proven customer service experience required.
* Great communicator – first‑rate communication and interpersonal skills.
* Ambitious – you want more than a job; a career opportunity and chance to develop personally.
* Analytical – natural curiosity, immaculate attention to detail and ability to spot risks within accounts.
* Motivated – a ‘can‑do’ attitude and love of success.
* Team player – enjoys working closely with a team to help them develop.
* Flexible – strong team player who can adapt as the role and business develops.
* Target oriented – experience in hitting targets, managing time effectively and identifying sales opportunities.
Benefits
* 24 days annual leave + bank holidays
* Holiday buy – 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
* Yü made a difference Awards
* 3 days additional annual leave if you get married or enter a 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
* Plus, many more
NOTE: 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.
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