Job description
Company Description
Location: Remote
Hours: 40 hours per week across 5 days, Monday to Saturdays 8am to 8:30pm (Bank holidays open 10am to 4pm
Training: 4 weeks remote training
Salary: £26,800
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 excited to find great people for our Customer Service Advisor roles. People who want to join our team and build a career here at UW. Our CSAs are front-line heroes but this role isn’t for everyone… take a moment to consider the following before you hit “apply”:
- Are you driven by giving an excellent customer service experience and pride yourself on exceeding customer expectations?
- Are you comfortable handling challenging, tough and emotive calls, where there is a lot to learn and things are always changing?
- Are you a problem solver, who enjoys helping customers with their questions and concerns?
- Can you remain calm under pressure and thrive in a fast-paced environment?
- Are you motivated by meeting goals and targets and can you demonstrate responsibility, integrity, and efficiency?
- Can you demonstrate patience, empathy, and possess emotional intelligence?
- Can you demonstrate good timekeeping and commitment?
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…
This role will be joining our Telecoms Customer Service Team, but there will be occasions where we help out our colleagues in other areas by supporting customers with general queries too.
You may not have experience working in a Telecoms contact centre, but you’ll need to understand the basics behind how different broadband services are delivered (ADSL, PSTN, FTTC and FTTP).
It would be advantageous for you 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.
About the Role
As part of this team, you’ll manage 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.
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.
We deliver progress. What to expect through the day as an Advisor:
- 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 looking to resolve customer issues there and then - first call resolution is one of the key focuses of our team
- 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.
- You’ll be helping customers with their bills and taking payments
- You’ll work towards KPIs such as:
- First Call Resolution
- Customer Ease Score
- Average Handling Time
- Quality & Compliance
What you’ll need
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
Don’t forget though, you’ll need to be currently residing in the UK with eligibility to live and work in the UK too.
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:
- £26800 per annum
- 33 days holiday inclusive of Bank Holidays (Bank holidays open 10am to 4pm)
- A full induction and all the kit you need to do your job
- 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.
- Employee Assistance Programme including free counselling and legal advice
- Free virtual GP service plus discounts on healthcare and medical cash plans
- Enhanced family-friendly policies, designed to help you and your family thrive.
- Lots of opportunities to have fun with your team throughout the year, virtually and in person. You can also join our Belonging groups and help UW shape an even more inclusive future.
- Ongoing learning, development and training to ensure you thrive 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!
Additional Information
Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.
We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.
Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.
