Financial Service Advisor
1. Full-time
2. Employment Status: Full-Time
Company Description
Hours: 40 hours, Monday To Saturday - 08:00 To 20:30
Location: Colindale, North London with hybrid working
Hello, we’re UW
We’re the UK’s only genuine multi-service provider, providing energy, broadband, mobile and home insurance to over 900,000 customers.
Our goal is to double in size over the next five years so we need lots more great people to join us in our journey.
Everybody matters at UW. We embrace different perspectives, life experiences and personalities in an inclusive environment where people can have fun and grow together.
Although we’re a FTSE 250 company and have been around for 25 years, we still have a small company feel and the culture of a start-up. You’ll be joining a bunch of genuinely friendly people who love working together and really want to make a difference.
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.
3. Answer incoming customer calls promptly and professionally
4. Provide excellent customer service by addressing inquiries, resolving issues, and offering solutions
5. Handle customer complaints with empathy and patience, aiming for first-call resolution whenever possible
6. Follow call centre guidelines to ensure consistency and quality of service
7. Utilise computer systems to access customer accounts, input data, and document interactions accurately
8. Collaborate with team members and Managers to meet performance targets and maintain service standards
9. Stay updated on product knowledge, company policies, and procedures to assist customers effectively
10. Demonstrate strong communication skills, active listening, and problem-solving abilities
11. Adhere to call centre policies regarding attendance, punctuality, and adherence to schedules
12. Maintain professionalism and composure during challenging customer interactions
You’ll work towards a number of KPIs such as:
13. Compliance score
14. Customer satisfaction & NPS score
15. 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.
16. £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
17. Huge opportunities for exposure & development as we scale up
18. Access to Spark – a holistic approach to learning and development created by UW to empower our people's personal and professional growth
19. 33 days holiday including Bank Holidays
20. Life Insurance up to 4 x your salary
21. Discounted healthcare & medical cash plans
22. A free virtual GP service
23. Private pension scheme
24. Share options and Save As You Earn Scheme
25. A range of Health & Wellbeing benefits including a confidential Employee Assistance Programme, virtual fitness classes and wellness tools
26. Discounted UW services (30% mobile & broadband, 10% energy & insurance)
27. A UW cashback card - earning you cashback on all your spending!
28. 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!)