Hybrid role, 2 days a week in Colindale, North London, OR remote working possible.

Salary: £26,500

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.

Although we aren’t looking for someone with years of experience in customer debt support, we are looking for someone who:

• Has outbound calling experience.

• Experience in working with or using energy prepayment meters - Smart and Traditional.

• Able to demonstrate proven resilience and empathy skills.

• 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?

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…

We are the proactive side of the Ability to Pay Team (ATP), 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.

The team solely focuses on prepayment meter customers, who may need a bit more help and support. This involves us picking up the phone and calling customers who we have identified as potentially having issues with the prepayment meter and staying on supply.

By reaching out proactively to understand the customer circumstances, we can then ensure that our customers are receiving and are aware of all the support they are entitled to and what we provide.

Lastly we want to safeguard all of those on prepay with UW, by identifying any vulnerability or affordability concerns early on. By doing this we are able to have the necessary conversations with customers regarding our concerns, whilst taking any required action in an attempt to eliminate/reduce any risk to the customer.

We deliver progress. What to expect through the day:

• Outbound calling our 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.

• Contacting our customers following debt action, ensuring that being on Prepayment is safe

• 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.

• Adhere to regulatory compliance requirements, ensuring that we are fulfilling our licence obligations.

Whilst we can’t promise it will be easy, we can assure you it will be rewarding!

So why pick UW?

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!

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!