Aero Services Business Analyst
PPG
Customer Success Specialist – Strategic Partners
Yu Energy
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £25,000 - £26,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- 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.
