Customer Success Specialist

**Description**:
**Reports to**: Customer Success Team Leader
**Location**: Leicester Office LE3 5BZ
**Working hours**: Monday to Friday 08:30-17:00, 37.5 hours a week Salary: £25,000 - £26,000 (Bonus Subject to Performance and KPI’s

We are looking to expand our Customer Success Team to our Leicester office, due to continued success & growth and have created an exciting opportunity for an experienced Customer Success Specialist, ensuring an excellent standard of service is provided and maintained to our Yü Energy customers.

Customer Success Specialists ensure that our company delivers the highest quality to our customers by using their skills, expertise, and experience.

Our company is growing at a rapid pace so it is an exciting opportunity to join an organisation which can offer a long-term future career. Passionate and motivated people are the power behind our growth so we’re looking to expand our team and you could be part of our success story.

**What We Need from Yü**:
**Here’s a taste of what you’ll be doing**:

- Supporting our white label strategic partners through inbound call handling, Complaints support and hand holding customers through our Change of Tenancy process.
- Provide solutions to the broad range of written and verbal enquiries raised by customers. Your primary objective will be to deliver a successful first contact resolution wherever possible
- Resolving specific customer accounts within agreed service level agreements.
- Support the collection and maintenance of customer data to enable efficient servicing of customers.
- To develop and maintain a good understanding of the systems and processes available to ensure customer queries are recorded/ noted up accordingly.
- To monitor, action and escalate any issue as appropriate in order to ensure all queries raised & third parties are kept informed and updated with progress.
- To create accurate records containing all relevant information to enable requests to be resolved to the timelines and standards required.
- Liaise with non-customer facing teams to handle complex customer enquiries and resolve the query with the customer.
- Proactively recognise opportunities to take customer payments and collect revenue.
- Proactively identify sales opportunities to support our white label partners and retaining meter points. Ensure that all customer enquiries are managed, resolved, and closed within agreed timescales.
- Managing any customer dissatisfactions, escalations and complaints from beginning to end with a passion for resolving issues. This includes the management of complaints referred to Ombudsman service and EHU.
- Investigating and verifying change of tenancy requests following process maps to determine the correct outcome is delivered and minimise risk to the business.
- Managing and closing assigned account renewal opportunities, Meter Upgrades, Cash collection and Payment Plans built into your KPIs.

**About Yü**:
If you have what it takes you could be just what we’re looking for

- Sharp - Effective decision-making skills to manage a changing workload.
- Proactive - Build strong relationships with other teams across the business.
- Office 365 - Good Office 365 skills including Excel, PowerPoint & Word Physical Requirements
- Experienced - Previous experience in the Energy Industry would be desirable but not essential.
- Practiced - Proven Customer Service experience required.
- Great communicator - you have first-rate communication and interpersonal skills.
- Ambitious - you don’t just want another job; you want a career opportunity and a chance to work on your personal development.
- Analytical - naturally curious, immaculate attention to detail with the ability to spot risks within accounts and offer remedial action.
- Motivated - you have a “can do” attitude and love to see success.
- Team player - you enjoy working closely with a team to help them develop.
- Flexible - you’re a strong team player who can adapt as the role and business develops.
- Target Orientated - You have experience in hitting targets, managing your time effectively and identifying sales opportunities.

**Yü Come First**:
**We have a wide range of benefits for our employees including**:

- 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/civil partnership etc.
- Appointment allowance
- Long service recognition
- Refer a friend payment
- New modern facilities
- Death in service and critical illness cover
- Plus, many more

**#YUIndeed**

**About Yü Group**:
Yü 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