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.

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