Financial Customer Service Advisor

Location: Hybrid (2 days a week in our Colindale office) or Remote  

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...

Reporting to a Financial Services Team Leader, the FS Customer Service Advisor role sits within FS Operations and is the first line for our customers calling to discuss their financial service needs. You’ll provide a high level of customer service and ensure a positive customer journey is experienced by all of our customers.

You’ll need to be willing to deal with challenging and vulnerable customers, there is a lot to learn and things are always changing. But we’ll give you all the training you need when you join and then once you are part of a team, you’ll have people around you for continued learning and encouragement.

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

As part of our Financial Services Team, you’ll be the person who gives us a voice and connects us to our customers. You’ll help to solve our customers’ problems, providing them with support, advice and the peace of mind that their query will be resolved. 

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

This role brings a high level of customer service to our customers. Spending most of the day on the phone interacting with customers. Displaying a high level of professionalism in each interaction. We multitask and problem solve to make the customer's journey with UW easy. We follow through on our promises and ensure customers get the time they need to understand the fantastic business they have joined. We look after a number of products and make sure the customer has everything they require in one conversation to be able to save them time and money! We go over and above customer service in our team to make sure our relationship with our customers exceed their expectations each and every time. 

• Answer incoming customer calls promptly and professionally

• Provide excellent customer service by addressing inquiries, resolving issues, and offering solutions

• Handle customer complaints with empathy and patience, aiming for first-call resolution whenever possible

• Follow call centre guidelines to ensure consistency and quality of service

• Utilise computer systems to access customer accounts, input data, and document interactions accurately

• Collaborate with team members and Managers to meet performance targets and maintain service standards

• Stay updated on product knowledge, company policies, and procedures to assist customers effectively

• Demonstrate strong communication skills, active listening, and problem-solving abilities

• Adhere to call centre policies regarding attendance, punctuality, and adherence to schedules

• Maintain professionalism and composure during challenging customer interactions

You’ll work towards a number of KPIs such as:

• Compliance score

• Customer satisfaction & NPS score

• Calls per hour
   

Why work for us? 

Join a high growth FTSE 250 business with the ambition to introduce 1 million additional customers to our offering. Help us achieve our ambitions whilst learning and having fun. Become part of a fantastic business culture where people really are at the heart of everything we do.

• £23,000 to £25,000 depending on industry experience within energy and/or telco, plus an additional £500 on passing probation and an increase to £26,000 after two years assuming performance

• Huge opportunities for exposure & development as we scale up

• Access to Spark – a holistic approach to learning and development created by UW to empower our people's personal and professional growth

• 33 days holiday including Bank Holidays

• Life Insurance up to 4 x your salary

• Discounted healthcare & medical cash plans

• A free virtual GP service

• Private pension scheme

• Share options and Save As You Earn Scheme

• A range of Health & Wellbeing benefits including a confidential Employee Assistance Programme, virtual fitness classes and wellness tools

• Discounted UW services (30% mobile & broadband, 10% energy & insurance)

• A UW cashback card - earning you cashback on all your spending!

• Access to Spark – a holistic approach to learning and development created by UW to empower our people's personal and professional growth

Recruitment Process

The process can take up to 2 weeks (but can sometimes take less than 1!)

•            Stage 1: Your CV will be reviewed by the Recruitment Team

•            Stage 2:  Virtual Online Assessment 

•            Final stage: Virtual Hiring event

Apply here !  

If you think this is the role for you and want to be part of UW’s extraordinary growth, apply now. 

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 applying for a role which involves having access to personal data, 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.