Telco & Broadband Customer Service Advisor
1. Full-time
2. Employment Status: Full-Time
Company Description
Location : Hybrid role, 2 days a week in Colindale, London NW9 5AB
Hours : 40 hours per week across 5 days - Monday to Sunday 8am to 8:30pm (Bank holidays open 10am to 4pm
Training : You'll need to be able to work full time in Colindale for your first 8 weeks as we support you through your training programme (8.30am - 5.30pm)
Salary : 23,000 to £25,044
Start Date : 25th August 2024
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.
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 centre, 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.
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”:
3. Are you driven by giving an excellent customer service experience and pride yourself on exceeding customer expectations?
4. Are you comfortable handling challenging, tough and emotive calls, where there is a lot to learn and things are always changing?
5. Are you a problem solver, who enjoys helping customers with their questions and concerns?
6. Can you remain calm under pressure and thrive in a fast-paced environment?
7. Are you motivated by meeting goals and targets and can you demonstrate responsibility, integrity, and efficiency?
8. Can you demonstrate patience, empathy, and possess emotional intelligence?
9. 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…
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 .
About the Role
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, 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:
10. 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)
11. You’ll be delivering a first class customer experience to every caller, going above and beyond to resolve their issue
12. You’ll be looking to resolve customer issues there and then - first call resolution is one of the key focuses of our team
13. You’ll be working with sometimes limited information provided by the customer
14. 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 )
15. You’ll offer new or additional services where appropriate.
16. You’ll be helping customers with their bills and taking payments
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:
17. £23,000 to £25,044 depending on experience within the Telco sector, plus an additional £500 on passing probation
18. 33 days holiday inclusive of Bank Holidays (Bank holidays open 10am to 4pm)
19. A full induction and all the kit you need to do your job
20. Discount on our services and you get our coveted Cashback Card for free.
21. 100 shares awarded after 1 years completed service
22. A matched contribution pension scheme and life assurance up to 4x your salary.
23. Employee Assistance Programme including free counselling and legal advice
24. Free virtual GP service plus discounts on healthcare and medical cash plans
25. Enhanced family-friendly policies, designed to help you and your family thrive.
26. 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.
27. Ongoing learning, development and training to ensure you thrive in your role