This is a hybrid role working from one of our London hubs 2 days per week.

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 looking for a highly motivated and proactive individual, with experience in regulated financial services. You'll have a proven track record of working with and handling complaints.

• Experience of interpreting and applying legislation to particular situations to reach a fair outcome for the complainant is desirable

• You always seek to understand the impact of actions on the customer and to deliver fair outcomes and have the ability to respond to regulated complainants in a sensitive and understanding manner

• You have strong organisational and prioritisation skills to manage multiple customer cases, in a fast-paced environment

• Excellent customer service skills with the ability to communicate to a high standard, both verbally and in writing

• You demonstrate strong attention to detail and deal with customer cases accurately

• You are resilient, with the ability to remain calm under pressure

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

Reporting to the Complaints and Governance Lead, this role sits within the Financial Services Operations 1st line control team and is responsible for handling complaints where a First Time Resolution has not been possible.

Ensuring that information provided by the complainant is investigated, you’ll make the difference in turning a negative experience into a positive outcome for the regulated customer.

We deliver progress. What you’ll do and how you will make an impact.

• Handling regulated customer complaints in accordance with our internal Complaints Handling Policy and Procedures to expected quality standards and timescales

• Ensuring the delivery of excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation

• Using your initiative as well as information resources available, to provide the best outcome for the customer

• Communicating effectively over the phone and ensuring that all written communication with the complainant meet the required quality and meets expected standard set by both UW and the regulator

• Making sure the voice of the customer is always heard by actively identifying root causes of customer/client concerns and complaints and capturing accurate information

• Responsible for owning any FOS file requests, ensuring the file is completed to a high standard. The file should be fully complete and returned to FOS within the agreed timescales

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:

• An industry benchmarked salary. We’ll share it during your first conversation.

• Share Options and a Save as You Earn scheme.

• Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)

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

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

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

• Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP.

• Belonging groups that help UW shape an even more inclusive future.

• A commitment to helping you develop and grow 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!