Hours: Monday to Friday 8.30am-5.30pm
This role is available for both Remote and or Hybrid working from our London office.
Hello, we're UW
We’re a bunch of great people working together, solving problems and having fun. Together, we strive to find solutions to help the great people around us get on with the things that really matter in life.
How? It’s simple, we take the headache out of essential home services by providing them all in one place – energy, broadband, mobile, and even insurance. That’s one provider, one account, one bill, and lots of savings.
We’re a truly unique FTSE 250 company with a business model that has real social impact at the heart of it. Being a part of the UW community you’ll join a working environment like no other - one where everyone matters - be it our customers, our partners or you, our people.
About the role:
We are the proactive side of the Ability to Pay Team, we actively take steps to reach out to customers we think may be struggling, rather than waiting for them to contact us. We keep in touch with them.
This involves us picking up the phone and calling them directly, these are customers who we have identified as being potentially vulnerable.
If successful, you would be joining our brand new ATP Vulnerable Prepayment Team. A new team that will solely focus on our prepayment customers, who may be vulnerable and need a bit more help and support.
We currently do a lot of outbound contact to our prepayment base of customers, but we want to do more!
What you'll do:
- Outbound calling our prepayment customers directly via the phone system.
- Reviewing the suitability of the customer being in prepayment mode by completing Safe and Practical checks.
- Assisting our customers and addressing issues on their account to provide support and ensure they stay on supply
- Making executive decisions - potentially changing customers to credit from prepayment due to vulnerability if it is the right thing to do.
- Providing customers with useful information on how to manage their Prepayment usage, providing emergency contact information and information and advice on how to get the most out of their metres.
- Identifying vulnerable customers and offering additional support to them -including referrals to Citizens Advice Plymouth whom we partner with.
Whilst we can’t promise it will be easy, we can assure you it will be rewarding!
About you:
- Ideally have experience of working with prepayment meters - Smart and Traditional
- Must have worked in an energy call centre environment.
- Has outbound calling experience
- Able to demonstrate proven resilience and empathy skills working with vulnerable customers.
- Ability to manage difficult conversations.
- Supporting our customers in tough situations and finding solutions to challenges.
Ask Yourself:
- Can you pick up the phone and call with confidence?
- Can you build relationships and rapport with customers on the phone easily?
- Do you have the ability to self motivate yourself whilst working on an outbound basis?
- Do you get excited at solving problems to find resolutions for customers?
What’s in it for you
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.
- 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
- Competitive salary including share options
- 25 days holiday plus 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!
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.
