Technical Customer Service Advisor, Utility Warehouse
£23-25k
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More information about location
2-5 days a week in office
Multiservice utilities provider
Job no longer available
Multiservice utilities provider
1001+ employees
Job no longer available
£23-25k
+ Share options
More information about location
2-5 days a week in office
1001+ employees
Company mission
To be the nation’s most trusted utility supplier by simplifying home services, helping customers to stop wasting time and money.
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’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
- You will need to have a good understanding of providing excellent customer services including managing customer accounts, helping customers with their bills and taking payments where necessary to help them resume their services
- 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
What the job involves
- 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, taking payments 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
- 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
- Helping customers with their bills and taking payments
- Your first 8 weeks will be onsite training in our Colindale office followed by onsite OR hybrid working with a minimum 2 day's a week in the office
- 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
Salary benchmarks
Our take
Budgeting for a household is no easy task, especially when you've got to keep track of various bills from different providers. That's why Utility Warehouse provides customers with all their home services – including energy, broadband, mobile and insurance – in one simple, monthly bill.
The company says that this all-in-one approach ‘makes budgeting so much easier’ for customers, which is backed up by a strong customer services record. Though it does not advertise heavily, its partners are given incentives to sign up new customers, which has contributed to its impressive growth thus far.
Boasting over 1 million customers across the services they sell, Utility Warehouse is one of the largest energy providers outside the 'Big 6'. Its unique approach, and established footing in the market, should ensure it continues to compete with other challengers as the utilities sector further evolves.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"My manager is always looking to create more opportunities for me to have my voice heard and be stretched into areas I've not necessarily worked in..."
Company benefits
- An industry benchmarked salary. We’ll share it during your first conversation
- Annual discretionary performance based, annual bonus scheme
- Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)
- Holiday trading- buy & sell up to 5 days holiday each year
- Discount on our services and you get our coveted Cashback Card for free. You’ll also get access to 100s of rewards and discounts through Perkbox
- A matched contribution pension scheme and life assurance up to 4x your salary. You can also access free mortgage advice and a financial wellbeing tool
- Save as You Earn scheme
- Family-friendly policies, designed to help you and your family thrive
- Flexible benefit choices such as Private health insurance, a free Virtual GP, Gym discounts and wellbeing apps
- Electric Car salary sacrifice scheme through Tusker
- Belonging groups that help UW shape an even more inclusive future
- A commitment to helping you develop your career journey through learning, coaching and new experiences
Company values
- We’re people helping people: Because it keeps us real
- We’re open, empathetic, and foster belonging
- We get it done together: Because it helps us get things done
- We keep things simple, take ownership, and win together
- We’re all about results: Because we're ambitious
- We’re impact-focused, daring, and spirited
Company HQ
Farringdon, London, UK
Leadership
Stuart Burnett
(CEO)Stuart began his career as a corporate lawyer before working in several notable insurance firms. He joined UW in 2016 and has held several leadership roles, becoming CEO in 2021.
People progressing
Kerry
Joined as an Electricity Operations Analyst. Promoted 6 times and is now Head of Energy Operations.
Diversity, Equity & Inclusion at Utility Warehouse
Stuart Burnett (Co-CEO)
- We’re a unique bunch of people here at UW – and that’s just how we like it. We embrace different perspectives, experiences, and personalities, creating an inclusive environment where people feel they can belong
- We write job description requirements as minimally as possible to encourage candidates who may exclude themselves to apply, and the Recruitment team work with our hiring managers to minimise bias in the hiring process
- We have a number of active Employee-led Inclusion groups - Menopause Support Pride, Women in Leadership Carers Support
- We openly publish our D&I results internally and externally as well as our targets for improvement.
- We put on unconscious bias workshops and training for all team members
- We provide mental health support and other wellness initiatives to support all our team members
- We are a member of the Women in Utilities network and actively support opportunities for mentoring through the group
- We provide inclusive leadership learning to all people leaders at UW
- We have committed to the Race at Work Charter
- We have an active, zero-tolerance, Harassment and Bullying policy
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