DESCRIPTION

Reports to: Customer Success Team Leader
Location: Leicester Office LE3 5BZ
Working hours: Monday to Friday 10:30am - 19:00pm, 37.5 hours a week
Salary: £24,570 - £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.

HERE’S 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.
• 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, 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.