Customer Success Specialist – Strategic Partners

Overview

Inbound support, complaint resolution, tenancy changes, and sales for white‑label partners.

Key Responsibilities

• data maintenance
• payment collection
• account renewal
• complaint resolution
• tenancy change
• first contact

Tasks

-Support the collection and maintenance of customer data to enable efficient servicing of customers. -To create accurate records containing all relevant information to enable requests to be resolved to the timelines and standards required. -Proactively recognise opportunities to take customer payments and collect revenue. -Managing and closing assigned account renewal opportunities, Meter Upgrades, Cash collection and Payment Plans built into your KPIs. -Supporting our white label strategic partners through inbound call handling, Complaints support and hand holding customers through our Change of Tenancy process. -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. -Resolving specific customer accounts within agreed service level agreements. -Investigating and verifying change of tenancy requests following process maps to determine the correct outcome is delivered and minimise risk to the business. -Liaise with non-customer facing teams to handle complex customer enquiries and resolve the query with the customer. -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 -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. -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 develop and maintain a good understanding of the systems and processes available to ensure customer queries are recorded/ noted up accordingly. -Proactive - Build strong relationships with other teams across the business.

Requirements

• office 365
• analytical
• target oriented
• customer service
• team player
• communication

What You Bring

-Target Orientated – You have experience in hitting targets, managing your time effectively and identifying sales opportunities. -Sharp – Effective decision-making skills to manage a changing workload. -Analytical – naturally curious, immaculate attention to detail with the ability to spot risks within accounts and offer remedial action. -Experienced – Previous experience in the Energy Industry would be desirable but not essential. -Office 365 – Good Office 365 skills including Excel, PowerPoint & Word Physical Requirements -Practiced – Proven Customer Service experience required. -Team player – you enjoy working closely with a team to help them develop. -Great communicator – you have first-rate communication and interpersonal skills.

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Benefits

-Employee Assistance Programme -Enhanced paternity, maternity and adoption policies -Day off on your birthday -Death in service and critical illness cover -Appointment allowance -Holiday buy – up to 5 additional days -Learning and development opportunities -Company sick pay (subject to length of service) -24 days annual leave + bank holidays -Annual salary review -New modern facilities -Ambitious – you don’t just want another job; you want a career opportunity and a chance to work on your personal development. -3 days additional annual leave if you get married/civil partnership etc. -Long service recognition -Refer a friend payment -Flexible – you’re a strong team player who can adapt as the role and business develops.

About Yü Group Plc

-A five‑year hedging agreement with Shell supports commodity sourcing and strengthens operating stability. -They also install EV charging solutions alongside smart meters—blending tech‑led utility services with emerging infrastructure.

Sector Specialisms

Visa Sponsorship

-no visa sponsorship; candidates must already have indefinite right to work in the uk.