Yu Energy

Customer Success Manager

• 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.
• 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 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 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.

Customer Success Specialist – Strategic Partners

Sales

• Drive sales of Yü Energy’s business utility solutions to new customers.
• Grow the business by generating new sales and building a portfolio of quality leads through proactive calling.
• Build strong relationships with potential customers by understanding the needs and concerns of their business.
• Quote and service utilities contracts for new customers and identify opportunities to maximise sales.
• Develop problem solving skills to manage issues and queries within an appropriate timeframe.
• Provide highest levels of customer satisfaction to uphold the brand reputation.
• Use CRM system to record, manage and develop opportunities.
• Regularly meet with and have exposure to senior management; report to SME Direct Sales Manager.

Direct Sales Advisor

Engineer

• Safe installation, exchange, commission, removal and ongoing maintenance of metering systems and associated equipment and communication systems
• Undertake friendly Debt Resolution Visits to fit Smart Meters and collect outstanding debt with back-office support
• Attend Warrants as the engineer and act as the Warrant Officer (never solo) to resolve debt
• Deliver metering work predominantly in the commercial sector, focusing on quality and safety
• Build relationships with customers and drive positive customer outcomes
• Alternate between field engineering tasks and warrant officer responsibilities
• Ensure all health and safety regulations and company targets are achieved
• Accountability for stock and the safe ownership of company vehicles and property
• Willingness to continuously develop technical skills and participate in upskilling (three phase, medium pressure, Half Hourly/CT, Gas U16–U40)
• Report to the Regional Field Manager and collaborate with back-office support teams
• Work patterns include transient working away (1, 2 or 3 weeks out of 4) and location focus on Slough (SL postcodes)

Transient Dual Fuel Commercial Metering Engineer, including Warrant Officer

• Responsible for the safe installation, exchange, commission, removal and ongoing maintenance of metering systems and associated equipment and communication systems
• Undertake friendly Debt Resolution Visits to fit Smart Meters and collect outstanding debt with dedicated back-office support
• Alternate between attending Warrants as the engineer and acting as the Warrant Officer (never solo)
• Work predominately in the commercial sector, focused on quality with safety paramount
• Build and maintain positive relationships with customers to deliver successful outcomes
• Upskilling and ongoing mentoring support provided (three phase, medium pressure, CT, Gas U16–U40, half hourly metering, technical lead opportunities)
• Accountability for stock, company vehicles and property; ensure all health and safety regulations and company targets are achieved
• Report to Regional Field Manager and contribute to team and business development

Commercial Metering Engineer, Dual Fuel, Transient – Including Warrant Officer

Risk

• Part of an experienced Trading and Pricing team responsible for purchasing circa £300 million of gas and power for circa 40,000 business customers
• Support the Trading team with detailed analysis and scenario modelling of wholesale price movements
• Development of models to predict customer demand including, but not limited to, growth modelling, predicting behavioural changes, weather adaptions and portfolio segmentation analysis
• Assist the Trading team in development of strategies to manage traded position and exposure
• Support the team on the day to day running of the trading desk
• Support the Pricing team in the development of pricing models and price forecasts
• Provide support across the Trading and Pricing teams to resolve operational queries
• Ad hoc support on reporting for internal and external purposes
• Opportunity to become increasingly involved in strategy development as career progresses
• Reports to: Senior Risk Analyst & Trading and Risk Operations Manager
• Location: Nottingham Head Office; Monday to Friday, 37.5 hours per week

Customer Success Specialist – Strategic Partners

Direct Sales Advisor

Transient Dual Fuel Commercial Metering Engineer, including Warrant Officer

Commercial Metering Engineer, Dual Fuel, Transient – Including Warrant Officer

Junior Risk Analyst