Customer Success Specialist – Evening Shift presso Yü Group
Yü Group · Leicester, Regno Unito · Onsite
- Professional
- Ufficio in Leicester
What We Need from Yü
- 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.
About Yü
- 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
- 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
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