Outbound Customer Service Advisor (Prepayment Meters)
* Full-time
* Employment Status: FTC - Full-Time
Hours: Mon-Fri 8.30am - 5.30pm
Location: Hybrid working - 2 days in our Colindale office, North London
Starting salary: £26,500pa
Hello, we're UW
We’re a bunch of great people working together, solving problems and having fun. Together, we strive to find solutions to help the great people around us get on with the things that really matter in life.
How? It’s simple, we take the headache out of essential home services by providing them all in one place – energy, broadband, mobile, and even insurance. That’s one provider, one account, one bill, and lots of savings.
We’re a truly unique FTSE 250 company with a business model that has real social impact at the heart of it. Being a part of the UW community you’ll join a working environment like no other - one where everyone matters - be it our customers, our partners or you, our people.
About the role:
We are the proactive side of the Ability to Pay Team (ATP), we actively take steps to reach out to customers we think may be struggling, rather than waiting for them to contact us. We keep in touch with them.
If successful, you would be joining our fairly new ATP Vulnerable Prepayment Team and working in tandem with our Ability to Pay Consultants.
This involves us picking up the phone and calling customers who we have identified as being potentially vulnerable. The team solely focuses on prepayment meter customers, who may need a bit more help and support.
What you'll do:
1. Outbound calling our customers directly via the phone system.
2. Reviewing the suitability of the customer being in prepayment mode by completing Safe and Practical checks.
3. Assisting our customers and addressing issues on their account to provide support and ensure they stay on supply.
4. Making executive decisions - potentially changing customers to credit from prepayment due to vulnerability if it is the right thing to do.
5. Contacting our customers following debt action, ensuring that being on Prepayment is safe.
6. Providing customers with useful information on how to manage their Prepayment usage, providing emergency contact information and information and advice on how to get the most out of their meters.
7. Identifying vulnerable customers and offering additional support to them - including referrals to Citizens Advice Plymouth whom we partner with.
Whilst we can’t promise it will be easy, we can assure you it will be rewarding!
About you:
Ask Yourself:
1. Can you pick up the phone and call with confidence?
2. Can you build relationships and rapport with customers on the phone easily?
3. Do you have the ability to self-motivate yourself whilst working on an outbound basis?
4. Do you get excited at solving problems to find resolutions for customers?
When the business needs it, there may be some requirement to outbound dial on our other data streams as well as aspects of inbound call taking.
Although we aren’t looking for someone with years of experience in customer debt support, we are looking for someone who:
1. Has outbound calling experience.
2. Experience in working with energy prepayment meters - Smart and Traditional.
3. Able to demonstrate proven resilience and empathy skills.
4. Ability to manage difficult conversations.
5. Supporting our customers in tough situations and finding solutions to challenges.
What’s in it for you:
1. Join a high growth FTSE 250 business with an ambition to grow our customer base to 2 million customers in the next 5 years. Help us achieve our ambitions whilst learning and having fun.
2. Become part of a fantastic business culture where people really are at the heart of everything we do.
3. Huge opportunities for exposure & development as we scale up.
4. Access to Spark – a holistic approach to learning and development created by UW to empower our people's personal and professional growth.
5. Competitive salary including share options.
6. Life Insurance up to 4 x your salary.
7. Discounted healthcare & medical cash plans.
8. A free virtual GP service.
9. Share options and Save As You Earn Scheme.
10. A range of Health & Wellbeing benefits including a confidential Employee Assistance Programme, virtual fitness classes and wellness tools.
11. Discounted UW services (30% mobile & broadband, 10% energy & insurance).
12. A UW cashback card - earning you cashback on all your spending!
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.
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