Clear Conversations: Russell Underwood

In this month's Clear Conversations, we catch up with Utility Specialist Russell Underwood about his journey into the utilities industry, why great customer service is about more than simply finding the cheapest contract, and how he balances life as a father of three, football coach and reigning CUS Press-Up Champion.

Who are you and what's your role at Clear Utility Solutions?

My name is Russell. I am a Utility Specialist at Clear Utility Solutions and my main role is identifying and securing the best-suited commercial utility contracts for our customers.

Tell us a bit about your background and what brought you to CUS?

After leaving education at 17, I found myself working as an apprentice car salesman at a local Toyota dealership. Being an Only Fools & Horses fan, sales came naturally to me! Within six months I was promoted to a full-time member of the sales team and was able to complete my NVQ Level 3 qualification in sales.

After four years of success in high-pressure sales, working weekends and long hours, my first child was on the way and I decided a change was required.

In August 2013 I began my journey in the commercial utilities sector, working for Opus Energy as a renewals specialist – a brilliant company that gave me the platform to grow as a salesman while working with some terrific people, including our founders Chris Draper and Ben Gunn.

Following the sale of Opus Energy in summer 2024, I reached out to my former sales managers, Chris and Ben, in the hope of reacquaintance at CUS. Knowing a good thing when they saw it (!), I started my CUS journey in September 2024.

What’s something you’ve learned in your time here?

The value of a good team ethic and workplace environment. Chris and Ben do a brilliant job of making everyone's opinions and ideas feel heard and valued. We regularly have team days, catch-ups and even a very competitive weekly quiz where I excel at any sport-related topics (but not so much geography!).

At CUS we have a primary focus on post-contract support. During my time at Opus Energy we wouldn't see the background processes and the individual level of service required for customers. Now I have full oversight, it makes my role in recommending the correct supplier and tariff for our customers crucial.

What do you enjoy most about your role?

Having a deep-rooted history in sales, there's always a certain buzz whenever you secure a contract. However, we come across so many businesses on extremely high tariffs agreed via commission-hungry brokers, or who've fallen out of contract with their suppliers, so when we're able to secure significant savings for our customers with the best-suited supplier, there's an even deeper level of satisfaction.

What’s something people might not expect about you?

Definitely something to shout about – I currently hold an 18-month-long unbeaten streak as the CUS undisputed Press-Up Champion! Many challengers have come and gone, but I still stand top of the hill!

When you're not at work, what keeps you busy?

I have three children – thirteen, eight and one – so they all keep me on my toes in their own unique ways!

My wife and I also run a hair salon. We took the leap and took over the salon during COVID in July 2020, giving us time to transform the building into my wife's dream salon, having been a hairdresser since she was 16. Six years later and we're still going strong!

I'm also a huge football fan. Newcastle United is my team, which, if nothing else, demonstrates my loyalty!

I coach my son's Junior Premier League football team, playing high-level youth football on Saturday mornings across the Midlands, and I also offer one-to-one coaching during the week to develop young players.

In what remains of my spare time, I regularly attend my local gym (for five minutes' peace!).

Finish this sentence: Good service is…

A combination of consistently meeting our customers' specific needs and expectations, responding quickly, solving problems effectively, and providing a personalised service. It's about recommending and securing the contract that's right for the customer – not necessarily the cheapest option, but the one that delivers the best overall customer experience.