Customer Success Team Leader

Yü Group; Leicester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A rapidly growing energy company based in Leicester is seeking a Customer Success Manager to lead their team. The role involves managing customer service specialists, resolving queries efficiently, and ensuring high standards of customer care. Candidates should possess supervisory experience in the energy or water industry, strong decision-making skills, and excellent communication abilities. This position offers a chance to shape a personal service experience for clients while working in a dynamic environment.

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

Enhanced paternity, maternity and adoption policies

Company sick pay

Death in service and critical illness cover

Qualifications

• Experienced in leading a diverse team.
• Strong understanding of operations in the energy sector.
• Excellent communication skills.

Responsibilities

• Lead and develop the Customer Success team.
• Resolve escalated business and customer queries.
• Ensure efficient operation of processes within the team.

Skills

Effective decision-making

Communication and interpersonal skills

Attention to detail

Team player

Can do attitude

Education

Experience in a supervisory role in the energy or water industry

Tools

Excel

Word

PowerPoint

Job description

Description

Reports to: Customer Success Manager

Location: Leicester Office LE3 5BZ

Working hours: Monday to Friday, 37.5 hours a week

Based in Leicester, we are seeking an experienced customer service professional to lead our Leicester Customer Success department.

You will lead a dedicated team of Customer Success Specialists who deliver a personal and timely customer service journey via phone, email, chat, text messaging, and our customer portal. Using our omni-channels, you will ensure the team are able to resolve customer queries efficiently and upon first contact.

This role requires somebody to have an in-depth understanding of Billing and technical aspects of the Energy industry. Our company is growing at a rapid pace so it’s 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 :

• Provide an environment to inspire achievement and development within team and individuals.
• Encourage a growth-mindset environment.
• Motivate, coach, train and develop staff in accordance with company values and procedures.
• Ensure internal and external business relationships are maintained and developed to achieve optimum delivery and efficiency.
• Investigate and resolve all escalated business and customer queries / complaints.
• Always represent Yu Energy Values and Habits.
• Directly manage all team personnel to ensure flawless operation of all aspects of day-to-day performance and delivery within the team and that of the business.
• Ensure all key processes within the Customer Care Team are performed accurately and efficiently.
• Ensure system development keeps pace with business requirements.
• Regularly review department processes for efficiency improvements and ensure documentation is continually updated.
• Attend meetings and contribute to company strategy and policy making as required.
• Co-ordinate activities and information between departments, working in a collaborative manner cross functionally within the business.
• Carry out other reasonable duties as determined by management.

About Yü

If you have what it takes you could be just what we’re looking for…

• Sharp – Effective decision-making skills to manage technical workload and a thorough understanding of Operations energy processes.
• Experienced – you’ve worked in a supervisory role managing a diverse team and in the energy or water industry (desirable).
• Great communicator – you have first-rate communication and interpersonal skills at all levels.
• Ambitious – you don’t just want another job, you want a career opportunity.
• Analytical – naturally curious, immaculate attention to detail and a high degree of computer literacy included Excel, Word and Power Point.
• Motivated – you have a “can do” attitude and love to see success.
• Team player – you enjoy working closely with a motivated team to help them develop.
• Flexible – you’re a strong team player who can adapt as the role and business develops.

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 reviewLearning 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

#YUIndeed

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.

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 of expert, personal service and competitive prices are specifically tailored to the needs of commercial customers.