Technical Customer Service Advisor, Utility Warehouse

£23-25k

Plus an additional £500 on passing probation and an increase to £26,000 after two years assuming performance

Entry and Junior level

London

More information about location

2-5 days a week in office (Edware Road, London)

The UK's only Multiservice Utilities provider

Job no longer available

The UK's only Multiservice Utilities provider

1001+ employees

FintechB2CEnergyInsuranceCustomer serviceTelecommunications

Job no longer available

£23-25k

Plus an additional £500 on passing probation and an increase to £26,000 after two years assuming performance

Entry and Junior level

London

More information about location

2-5 days a week in office (Edware Road, London)

1001+ employees

FintechB2CEnergyInsuranceCustomer serviceTelecommunications

Company mission

Utility Warehouse is the world's only fully integrated multi-utility supplier. We are on a mission to be the nation’s most trusted utility supplier by simplifying home services helping our customers to stop wasting time and money.

Job

Company

Role

Who you are

You’ll be a natural problem solver with a keen interest in giving great customer service and working with technology
You may not have experience working in a technical contact center, but you’ll need to understand the basics behind how different broadband services are delivered (ADSL, PSTN, FTTC and FTTP)
You’ll also need to understand the basics of home/internal broadband networks (LAN’s), the frequencies they’re delivered on (2.4ghz and 5ghz) and how to resolve issues such as latency, internal Wi-Fi obstacles, DNS and external factors such as firewall and browser issues
Don’t forget though, you’ll need to be currently residing in the UK with eligibility to live and work in the UK too
We will supply the equipment needed for you to do the role but you will still need a stable and strong internet connection. Our minimum requirement for internet speed is 25Mbps Download and 4Mbps Upload
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 or space that is shared by other household members
You will need to be available between the hours of 09:30 and 17:30 for your first six weeks to complete our training programme

What the job involves

As part of our award-winning Customer Services team, you'll manage technical issues such as slow internet speeds, poor or no connectivity, noisy line or no dial tone faults, data and email retrieval issues, billing and barring issues and much more across our telecoms products
As a team we are mainly technical, but there will be occasions where we help out our colleagues in other areas by supporting customers with general queries too
This isn’t a role for the faint-hearted. No two customers, problems, or resolution journeys are the same and it’s our job to ensure that whatever the issue, our customers receive the award-winning customer service which UW is known for
You’ll be the first point of contact for our customers across our multiple contact channels (mainly phone, but may also include email and live chat)
You’ll be delivering a first class customer experience to every caller, going above and beyond to resolve their issue
You’ll be looking to resolve customer issues there and then - first call resolution is one of the key focuses of our team
You’ll be working with sometimes limited information provided by the customer
You’ll be troubleshooting everything from the service entry point (phone socket) up to and including some device support (for more info visit the troubleshooting section of our website or click here)
You’ll offer new or additional services where appropriate

Salary benchmarks

Our take

Utility Warehouse provides customers with all their home services – including energy, broadband, mobile and insurance – in one simple, monthly bill. The company argues that this all-in-one approach ‘makes budgeting so much easier’ for customers, which is paired with a strong customer services record.

The company currently has over 1 million customers across the services they sell, making it one of the largest energy providers outside the 'Big 6'. Though it does not advertise heavily, its 60,000 partners are given incentives to sign up new customers, which has contributed to its impressive growth thus far - which should ensure it continues to compete with other challengers like Octopus and Bulb.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

43% female employees

21% employee growth in 12 months

Glassdoor (4)

Trustpilot (4.3)

Company

Company benefits

Shares in a growing FTSE 250 business
Flexible working - we’ve got fully remote teams, onsite, hybrid, early risers, and late-night grinders, for us it matters what we’re working on more than where!
Lots of company and team socials - in-person & virtual
Mentors and Teachers a plenty, with so many brilliant minds in one place there is always someone you can lean on for support and development
Free employee assistance helpline
Wellbeing benefits from free personal training, yoga and pilates through to mental health support - all virtually accessible!
Remote working office spaces are available to book globally
Private pension scheme that gets better with time, starting at 4% over time you can get up to 10%
Subsidised private healthcare with BUPA
Save as you Earn share purchase scheme
Discounted UW services (30% mobile & broadband, 10% energy & insurance)
25 days holiday (excl. bank holidays)
Free virtual GP service
Enhanced maternity and adoption pay: 26 weeks of full pay after 12 months of service
A modern central London office and Hubs around the UK
Life Assurance 4 x salary
A UW cashback card - earning you cashback on all your spending!

Company HQ

Farringdon, London, UK

Leadership

Stuart Burnett

(CEO)

Stuart is a proud dad of 2 boys! Stuart began his career as a corporate lawyer before working in several notable Insurance firms. He joined UW in 2016 and held several leadership roles.

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