Customer Service Advisor

Utility Warehouse Limited

Location: Lancashire

Job Type: Full time


Salary: £23,000 - £25,000 depending on experience
Location: Burnley, Empire Business Centre, 2 Empire Way, Burnley, BB12 6HA
Hours: 40 hours across 5 days per week across Monday to Friday 8.15am - 5:45pm and 8.45am - 4-30pm on Saturdays

Your first 8 weeks will be onsite training in our Burnley office, followed by onsite OR hybrid working with a minimum 2 days a week in the office

Hello, we’re UW

We’re the UK’s only genuine multi-service provider, providing energy, broadband, mobile and home insurance to over 900,000 customers.

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 Burnley in the North West of England.

This new team has been set up to support our customers during 0 - 60 days of 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.

You'll be expected to attend training on site in the Burnley 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.

What you’ll do

You’ll utilise your problem solving and communication skills to support our customers through all queries and concerns that come up during their first 60 days, 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.

You’ll go through a full training programme that will equip you with the skills and knowledge to set you up for success in this role. We will ask you for regular feedback to support the growth and development of the department moving forward. This is a hugely important and rewarding role, and you’ll play a key part in the development of our future customer onboarding experience.

We won’t lie - it’s not always an easy role. 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

We are 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:

  • Customer service experience ideally in an Energy, Telco or Financial industry
  • Self motivated and can work under pressure
  • Organised with the ability to prioritise where required
  • Able to work using your own initiative
  • Strong communication skills
  • A great listener who remains calm under pressure
  • Someone who loves working in a fast-paced and changing environment

What you’ll need

You'll 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'll 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.

  • £23,000 to £25,000 depending on industry experience within energy and/or telco, plus an additional £500 once you have completed six months service and an increase to £26,000 after two years assuming performance
  • 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.

You’ve got this!