Yu Energy
Contact Centre Agent
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Contact Centre Agent
Contact Centre Agent
Department: YUR - 2080 – Customer Services Location: Leicester, Leicester Office (LE3 5BZ) – Fully office-based Compensation: £26,228/year (Bonus subject to performance & KPI’s)
We are expanding our Customer Success Team in the Leicester office due to continued growth and are looking for Contact Centre Agents to ensure high-quality service for Yu Energy customers.
Reporting to: Customer Success Team Leader
Working Hours
- Monday to Friday, 37.5 hours/week
What You’ll Do
You’ll play a key role in delivering exceptional customer service, resolving queries, and driving revenue while maintaining excellent relationships with both customers and internal teams.
Your responsibilities will include:
- Providing solutions to a broad range of written and verbal customer enquiries, aiming for first-contact resolution wherever possible.
- Resolving customer account issues within agreed service level agreements.
- Supporting customer data collection & maintenance to improve service efficiency.
- Recording, updating, and escalating customer inquiries while keeping all parties informed.
- Creating accurate case records to ensure timely and standardised resolution.
- Work with support teams (e.g., Customer Success, Change of Tenancy, Complaints) to resolve complex or technical issues.
- Proactively identify revenue opportunities, including:
- Collecting customer payments
- Renewing/cross-selling Yu Energy products
- Managing & closing enquiries within agreed deadlines.
- Handling customer dissatisfaction, escalations, and complaints (including those referred to Ombudsman service & EHU).
- Verifying change of tenancy requests using process maps to minimise risk.
- Managing customer account renewals & metering solutions (part of your KPIs).
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What You Bring to Yu
| SKILL | EXPECTED EXPERIENCE / ATTRIBUTE |
|---|---|
| Sharp Decision-Making | Ability to handle shifting deadlines effectively. |
| Proactive | Strong collaboration with teams across the business. |
| Office 365 Proficiency | Expertise in Excel, PowerPoint & Word. |
| Energy Industry Experience | Desirable but not essential. |
| Customer Service | Proven customer service experience required. |
| Communication | Excellent written, verbal & interpersonal skills. |
| Ambitious Growth Mindset | Long-term career focus with opportunities for development & progression. |
| Analytical | Strong attention to detail with risk-spotting ability. |
| Self-Motivated | "Can-do" attitude with passion for resolving issues. |
| Team Player | Works well in a team and values peer growth. |
| Adaptable | Open to role/business changes as we expand. |
| Goal-Orientated | Experience in hitting KPIs and managing workloads effectively. |
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Why Join Yu?
We offer a modern, supportive culture with strong benefits:
Core Benefits
✅ 24+ days annual leave + bank holiday pay ✅ Flexible holiday buy (up to 5 extra days) ✅ Paid birthday/treatment day off ✅ Employee Assisted Programme ✅ Annual salary reviews ✵ Training & career development opportunities ✅ Enhanced parental policies (maternity, paternity, adoption) ✈ Yü Made a Difference Awards ✅ £200 referral payment for recruiting friends ✅ Enhanced sick pay (depending on tenure) ✅ New state-of-the-art office facilities
Additional Perks
💍 3 extra annual leave days if you marry or form a civil partnership 🤝 Long service recognition 𓄼 Critical illness & death in service cover
Important: Legal Work Requirement
This role is open only to candidates with an indefinite right to work in the UK. Yu Energy cannot sponsor Skilled Worker visas.
Note: If you need reasonable adjustments during the application process, please contact us to discuss.
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