Customer Service Specialist – Strategic Partners

Yu Energy; Leicester; On-site; GBP 25,000 - GBP 26,000; Full time

Job summary

A growing energy firm in Leicester seeks a Customer Service Specialist to enhance the customer experience for their strategic partners. The role involves handling inquiries, supporting complaint resolutions, and driving customer engagement through various touchpoints. Ideal candidates should possess strong communication skills, relevant experience in customer service, and a proactive approach to problem-solving. This position offers a competitive salary and a range of employee benefits, fostering a supportive work culture.

Benefits

24 days annual leave + bank holidays

Day off on your birthday

Annual salary review

Learning and development opportunities

Enhanced paternity, maternity and adoption policies

Death in service and critical illness cover

Qualifications

• Excellent communication and interpersonal skills.
• Previous experience in the energy industry is desirable.
• Proven customer service skills with a strong team orientation.

Responsibilities

• Support strategic partners through inbound call handling and complaints.
• Resolve customer accounts within agreed service levels.
• Manage escalations and complaints from beginning to end.

Skills

Effective decision-making

Strong communication skills

Customer service experience

Team player

Proactive relationship building

Analytical thinking

Target oriented

Office 365 skills

Tools

Excel

PowerPoint

Word

Job description

Customer Service Specialist – Strategic Partners

Department: YUR - 2080 - Customer Services

Employment Type: Permanent - Full Time

Location: Leicester

Reporting To: Customer Success Team Leader

Compensation: £25,000 - £26,000 / year

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 elevate 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
• Company sick pay (subject to length of service)
• New modern facilities
• Death in service and critical illness cover
• Plus, many more

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.