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Customer Service Advisor

Utility Warehouse Limited

Location: Scottish Borders

Job Type: Full time


Salary: £24,000 to £25,000 depending on experience
Location: Selkirk - Ettrick Riverside, Dunsdale Rd, Selkirk TD7 5EB
Start date: 8th January 2024
Hours:40 hours across 5 days per week. Shifts across Monday to Friday 8.15am-5.45pm and 1 in 3 Saturdays 8.45pm-4.30pm

You'll be expected to attend training on site in the Selkirk office for an initial period of 8 weeks, at which point if you feel comfortable you can choose to move to hybrid working and work onsite a minimum once a week for any required training and meetings.

8 weeks onsite training Monday to Friday only, hybrid thereafter Monday to Saturday.

Our recruitment process:

  • Stage 1: Online Application
  • Stage 2: Online Assessments
  • Stage 3: Onsite Assessment Centres in Selkirk, being held on 23rd, 24th and 27th November 2023

Hello, we’re UW

We’re the UK’s only genuine multi-service provider, providing energy, broadband, mobile and home insurance.

Our goal is to double in size over the next five years so we need lots more great people to join us in our journey.

Everybody matters at UW. We embrace different perspectives, life experiences and personalities in an inclusive environment where people can have fun and grow together.

Although we’re a FTSE 250 company and have been around for 25 years, we still have a small company feel and the culture of a start-up. You’ll be joining a bunch of genuinely friendly people who love working together and really want to make a difference.

The role - be the voice of UW

This is a fantastic opportunity for you to join a new and innovative customer services team working out of our brand new hub in Selkirk.

This new team has been set up to support our Energy Prepayment customers with their UW journey. Your role is crucial in providing that phenomenal customer experience the way that only UW can.

We'll utilise your feedback to evolve the ways of working and develop the operating model of the team. A truly exciting time to join such a fantastic team and be involved in shaping how it will look moving forward.

What you’ll do

You’ll utilise your problem solving and communication skills to support our prepayment customers through all queries and concerns that come up.

You'll be required to handle what may at times be challenging customer queries but queries that you will own through to resolution, keeping the customer informed at all times.

We won’t lie - it’s not always an easy role. The current climate of the Energy market means you'll be having lots of difficult conversations.

You’ll need to be willing to deal with challenging and vulnerable customers, there is a lot to learn and things are always changing. But we’ll give you all the training you need when you join and then once you are part of a team, you’ll have people around you for continued learning and encouragement.

Who we’re looking for

You’ll be passionate about the UW brand, able to live and breathe the principles of exceptional customer service.

We're looking for passionate customer obsessed advisors that have a positive can-do attitude, with self drive for resolving issues and queries for our customers ensuring their onboarding journey is as seamless as possible.

About you

  • Ideally, you will have a National 4 or 5 in Maths and English
  • Experience working in fast pace, customer service based role
  • Self motivated and can work under pressure
  • Organised with the ability to prioritise where required
  • Ability to deal with challenge and handle objections
  • A great listener who remains calm under pressure
  • Motivated and keen to meet goals and targets

What you’ll need

You will work in a hybrid model, onsite and at home. We will supply the equipment needed for you to do the role from home but you will still need a strong internet connection.

Our minimum speed requirement is 25Mbps Download and 4 Mpbs Upload.

You will also need a dedicated, quiet work space with a work station, plenty of natural light, access to fresh air and no distractions. This cannot be a communal space that is shared by other household members.

You’ll also need to be currently residing in the UK with eligibility to live and work in the UK too.

Why work for us?

Join a high growth FTSE 250 business with the ambition to introduce 1 million additional customers to our offering. Help us achieve our ambitions whilst learning and having fun. Become part of a fantastic business culture where people really are at the heart of everything we do.

  • £24,000 to £25,000 depending on industry experience within energy and/or telco, plus an additional £500 on passing 6 months service
  • Huge opportunities for exposure & development as we scale up
  • Access to Spark – a holistic approach to learning and development created by UW to empower our people's personal and professional growth
  • 33 days holiday including Bank Holidays
  • Life Insurance up to 4 x your salary
  • Discounted healthcare & medical cash plans
  • A free virtual GP service
  • Private pension scheme
  • Share options and Save As You Earn Scheme
  • A range of Health & Wellbeing benefits including a confidential Employee Assistance Programme, virtual fitness classes and wellness tools
  • Discounted UW services (30% mobile & broadband, 10% energy & insurance)
  • A UW cashback card - earning you cashback on all your spending!
  • Access to Spark – a holistic approach to learning and development created by UW to empower our people's personal and professional growth

Apply here !

If you think this is the role for you and want to be part of UW’s extraordinary growth, apply now.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation.

Please note, if you are applying for a role which involves having access to personal data, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.