Ensure that all customer enquiries are managed, resolved, and closed within agreed timescales.
Proactive - Build strong relationships with other teams across the business.
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.
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.
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.
To create accurate records containing all relevant information to enable requests to be resolved to the timelines and standards required.
Proactively identify sales opportunities to renew/cross sell available Yü Energy products.
To develop and maintain a good understanding of the systems and processes available to ensure customer queries are recorded / noted up accordingly.
Support the collection and maintenance of customer data to enable efficient servicing of customers.
Managing and closing assigned account renewal opportunities, Meter Upgrades, Cash collection and Payment Plans built into your KPIs.
Resolving specific customer accounts within agreed service level agreements.
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.
Investigating and verifying change of tenancy requests following process maps to determine the correct outcome is delivered and minimise risk to the business.
Requirements
office 365
target‑oriented
analytical
customer service
team player
energy experience
Office 365 – Good Office 365 skills including Excel, PowerPoint & Word Physical Requirements.
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.
Practiced – Proven Customer Service experience required.
Great communicator – you have first-rate communication and interpersonal skills.
Team player – you enjoy working closely with a team to help them develop.
Experienced – Previous experience in the Energy Industry would be desirable but not essential.
Benefits
Flexible – you’re a strong team player who can adapt as the role and business develops.
Appointment allowance
Death in service and critical illness cover
Enhanced paternity, maternity and adoption policies
Employee Assistance Programme
24 days annual leave + bank holidays
3 days additional annual leave if you get married/civil partnership etc.
Company sick pay (subject to length of service)
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.
Long service recognition
Learning and development opportunities
Refer a friend payment
Annual salary review
Holiday buy – up to 5 additional days
Day off on your birthday
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
no skilled worker sponsorship; candidates must already have indefinite right to work in the uk.
Security clearance
Information not given or found
Company
Overview
£645.5 M
Annual Revenue FY24
The company reported significant financial growth with £645.5 million in revenue for the fiscal year ending in 2024.
£730–760 M
Revenue Guidance for 2025
The company has set ambitious targets, guiding revenue to between £730 million and £760 million for the upcoming year.
53k to 88k
Meter Points Growth
The company expanded its meter points significantly, increasing from approximately 53,000 to 88,000 in a single year.
2.7%
Market Penetration
With a market size of £50 billion, the company currently captures 2.7% of the addressable market, indicating strong growth potential.
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.
Culture + Values
We are passionate about our customers and strive to meet or exceed their expectations on every experience
We work together seamlessly across boundaries to meet the needs of our customers and to help our Company win
We are trusted and accountable to uphold the highest standards of integrity in all our actions
We use our imagination to drive innovation through a continuous learning mindset
Environment + Sustainability
2050
Net Zero Alignment
Aligned with UK government's net-zero target, focusing on sustainability goals.
274 GWh
Green Electricity Supplied
Supplied 274 gigawatt-hours of pure green electricity in 2024, contributing to renewable energy use.
73 GWh
Green Gas Supplied
Provided 73 gigawatt-hours of green gas in 2024, supporting sustainable energy practices.
2021
Carbon-Neutral Gas Plan
Launched a carbon-neutral gas plan, offsetting emissions through recognized schemes.
SMETS2 smart metre rollout accelerating across eligible customers
Leicester office built with state‑of‑the‑art energy efficiency features
Employee incentives for sustainable transport and EV‑charger installations
Energy efficiency support including reports and guidance for business customers
Ongoing framework: assess, measure, communicate, continuous improvement across Product/People/Planet pillars
Inclusion & Diversity
Diversity and inclusion embedded in recruitment—equal opportunities employer
Disability Confident Employer status held
Regular colleague engagement surveys and briefings to involve and listen
Fair and consistent reward packages
University placements, apprenticeships and internal talent programmes to drive diverse talent pipeline