Inbound Debt Solutions Advisor

Greater London
Full time
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Utility Warehouse Limited
1,001-5,000 employees
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Location: Hybrid role, 2 days a week in Colindale, North London
Hours: 40 hours per week, 8am to 6pm, 1 in 4 Saturdays working and Bank Holiday working
Training: You'll need to be able to work full time in Colindale for your first 2 weeks as we support you through your training programme (8.30am - 5.30pm)

Hi! We're UW.

We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.

Got your attention? Read on…

We put people first. It’s all about you.

We're excited to find great people for our Ability to Pay roles. People who want to join our team and build a career here at UW.

This isn’t a role for the faint-hearted. No two customers, problems, or resolution journeys are the same. You will be empowered to provide customers with support, advice and the peace of mind that you're there to solve their problem.… take a moment to consider the following before you hit “apply”:

  • Do you have strong customer service experience and feel satisfied from resolving a customer issue?

  • Can you demonstrate patience, empathy, and possess emotional intelligence?

  • Are you comfortable handling challenging, tough and emotive calls, where people may be angry or upset?

  • Do you have previous experience in supporting vulnerable customers and know how to speak to, and help, people going through a difficult time financially?

  • Do you have experience working in a debt recovery role? Ideally for another energy supplier, or as part of a team which helps vulnerable customers get back on track with their priority bills.

  • Are you able to work well in a team?

  • Are you motivated to take ownership of a problem and see it through to resolution?

  • You’ll need to be someone who loves to think differently about problems of all types, challenges assumptions, and throws themselves into creating new solutions.

If you answered "yes" to these questions, then you're just the kind of person we're looking for!

We work together. Your team and the people you will work with.

The Ability to Pay Team actively help people get on top of their UW bills, by acting as the point of contact for customers who have fallen into our debt process - and provide solutions to get them back on track.

We deliver progress. What to expect through the day as an Ability to Pay Advisor:

  • You’ll be solving customers’ problems from start to finish.

  • You’ll be contacting customers to help resolve ongoing payment issues on their account.

  • You’ll conduct health checks for repayment arrangements and advise on any payment revisions/amendments which need to be made.

  • You’ll ensure that customers with repayment arrangements are comfortable with their plans.

  • You’ll identify vulnerable customers and offer additional support to them - including referrals to citizen's advice or debt charities where appropriate.

  • You will address customers' ability to pay regarding the unbarring and the reconnection of their telco services

  • Some calls require the need for an Income & Expenditure to be completed with our customers identified as being ‘Medium’ risk. This is to enable us to gather further information into their affordability, allowing us to provide the most suited options going forward.


In some instances, we are faced with extreme cases, where your conversation with a customer may require you to take further action, such as alerting emergency services ‘Police or Medical services’.

So why pick UW?

We’ve got big ambitions, so there’s going to be plenty of challenges. There are also a lot of benefits:

  • £26,500pa

  • 33 days holiday inclusive of Bank Holidays (Bank holidays open 10am to 4pm)

  • A full induction and all the kit you need to do your job

  • Discount on our services and you get our coveted Cashback Card for free.

  • Share options and Save As You Earn Scheme

  • A matched contribution pension scheme and life assurance up to 4x your salary.

  • Employee Assistance Programme including free counselling and legal advice

  • Free virtual GP service plus discounts on healthcare and medical cash plans

  • Enhanced family-friendly policies, designed to help you and your family thrive.

  • Lots of opportunities to have fun with your team throughout the year, virtually and in person. You can also join our Belonging groups and help UW shape an even more inclusive future.

  • Ongoing learning, development and training to ensure you thrive in your role

Apply here!

You’ve got this far… Hit apply - we can’t wait to hear from you! Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!

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. If you need any help, support, or advice at any point during the hiring process please just let us know.

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.