Customer Success Specialist

Yü Group; East Midlands, Leicester; On-site; GBP 24,000 - 25,000; Full time

Job summary

An established industry player is seeking a Customer Success Specialist to join their expanding team in Leicester. This role is pivotal in ensuring high service standards for customers, providing solutions to inquiries, and managing complex accounts. The ideal candidate will possess strong decision-making skills, excellent communication abilities, and a passion for customer service. With a comprehensive benefits package and opportunities for career growth, this is an exciting chance to contribute to a forward-thinking company in the energy sector.

Benefits

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

Qualifications

• Proven experience in customer service roles with a focus on resolution.
• Strong decision-making and relationship-building skills.

Responsibilities

• Provide solutions for customer inquiries aiming for first contact resolution.
• Manage customer dissatisfaction and escalations effectively.

Skills

Customer Service Experience

Decision-Making Skills

Office 365 (Excel, PowerPoint, Word)

Communication Skills

Attention to Detail

Analytical Skills

Relationship Building

Time Management

Adaptability

Sales Opportunities Identification

Job description

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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