Hours: Mon-Fri 8.30am - 5.30pm
Location: Hybrid working - 2 days in our Colindale office, North London
Starting salary: £26,500pa
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 (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.
If successful, you would be joining our fairly new ATP Vulnerable Prepayment Team and working in tandem with our Ability to Pay Consultants.
This involves us picking up the phone and calling customers who we have identified as being potentially vulnerable. The team solely focus on prepayment meter customers, who may need a bit more help and support.
What you'll do:
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.
Whilst we can’t promise it will be easy, we can assure you it will be rewarding!