Customer Success Specialist

Department: YUR - 2080 - Customer Services

Location: Leicester

Compensation: £23,000 - £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: £23,000 base / £25,000 OTE

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 Yu 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.

What We Need from Yü

Here is a taste of what you'll be doing:

• 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.


• Build strong relationships with other teams across the business.


• 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 renew/cross sell available Yü Energy products.


• Ensure that all customer enquiries are managed, resolved, and closed within agreed timescales


• Managing any customer dissatisfactions.

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.


• 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 skill.


• 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.


• 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


• Excellent additional earning potential via various sales revenue stream.


• Day off on your birthday


• Employee Assistance Program


• 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


• Company sick pay (subject to length of service)


• New modern facilities


• Death in service and critical illness cover


• Plus many more

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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