Utility Warehouse is seeking a skilled Remote Customer Service Advisor to join their team. This role involves providing exceptional customer service, resolving complex issues, and promoting services to customers. Utility Warehouse aims to take the headache out of utilities by providing them all in one place, with one bill for energy, broadband, mobile, and insurance, and a whole lot of savings.
Job Type
- Full-time
Location
- Remote (UK)– This is a remote-first company with flexible working arrangements, allowing employees to work from the comfort of their own homes.
Role of the Job
The Remote Customer Service Advisor will be the first point of contact for customers across multiple contact channels, including phone, email, and live chat. This role requires exceptional communication skills, problem-solving abilities, and a customer-centric approach.
Main Responsibilities
- Provide award-winning customer service, resolving complex issues and promoting services to customers.
- Troubleshoot issues related to broadband services, including slow internet speeds, poor connectivity, and noisy lines.
- Help customers with their bills and take payments, ensuring accurate and efficient processing.
- Work towards resolving customer issues on the first call, reducing the need for follow-up contacts.
- Ensure that all customer interactions meet quality and compliance standards.
Qualification Needed
- Proven customer service experience, ideally in an energy, telco, or financial industry.
- Strong communication skills, with the ability to remain calm under pressure and empathize with customers.
- Ability to troubleshoot complex issues and provide effective solutions.
- Basic understanding of broadband services, including ADSL, PSTN, FTTC, and FTTP.
- Stable and strong internet connection, with a minimum speed of 25Mbps download and 4Mbps upload.
- Dedicated, quiet workspace with a workstation, natural light, and access to fresh air.
FAQs
What benefits does this role offer?
33 days holiday inclusive of Bank Holidays, a full induction, and all the kit needed to do the job.
Is this a remote-friendly company?
Yes, Utility Warehouse offers flexible working arrangements, allowing employees to work from home.
What is the company culture like?
Utility Warehouse prioritizes customer service, teamwork, and employee development, with opportunities for growth and advancement.
How does Utility Warehouse approach customer service?
Utility Warehouse aims to provide award-winning customer service, resolving complex issues and promoting services to customers.
What kind of support is available for employees?
Utility Warehouse offers ongoing learning, development, and training, as well as an Employee Assistance Programme, including free counseling and legal advice.
Are there opportunities for career growth?
Yes, Utility Warehouse offers opportunities for career growth and advancement, with a focus on promoting from within.
How does Utility Warehouse prioritize employee well-being?
Utility Warehouse offers enhanced family-friendly policies, a free virtual GP service, and discounts on healthcare and medical cash plans.
Can I join Belonging groups?
Yes, Utility Warehouse has Belonging groups that help shape an even more inclusive future.
What kind of team can I expect to work with?
You’ll be working with a diverse team of experts in customer service, telecoms, and other areas.
Are there opportunities for fun and socialization?
Yes, Utility Warehouse offers opportunities for fun and socialization with colleagues throughout the year, virtually and in person.
How does Utility Warehouse approach diversity and inclusion?
Utility Warehouse welcomes applications from diverse and varied backgrounds, providing equal opportunities and fairness for everyone.
What kind of impact will I be making?
You’ll be contributing to the growth and development of Utility Warehouse, making a meaningful impact on customers and the community.
Salary Package
Base Salary: £26,800 per annum
Benefits: 33 days holiday inclusive of Bank Holidays, a full induction, all the kit needed to do the job, discounts on services, and a Cashback Card.
Required Documents
- CV
- Resume
APPLY HERE
About Utility Warehouse
Utility Warehouse is a UK-based multi-service provider that offers a range of services, including energy, broadband, mobile, and insurance, all under one bill. This approach simplifies household billing and provides savings for customers. With over 1 million customers, Utility Warehouse is a significant player in the UK’s utility market.
Company History and Structure
Utility Warehouse is a brand name of its parent company, Telecom Plus, a FTSE 250 company established in 1998. Telecom Plus launched Utility Warehouse in 2002 as a subsidiary to encompass residential energy, telephony, and broadband offerings. Today, Utility Warehouse supplies around 3% of UK households, making it the seventh-largest energy supplier in the country.
Company Culture and Values
Utility Warehouse prioritizes customer service, teamwork, and employee development. The company offers opportunities for growth and advancement, with a focus on promoting from within. It also values diversity and inclusion, welcoming applications from diverse backgrounds and providing equal opportunities for all.
Awards and Recognition
Utility Warehouse has a Trustpilot rating of 4.3 out of 5 stars based on over 65,000 reviews. The company is regulated by Ofgem, Ofcom, and the FCA, ensuring strict standards for customer protection and service quality.
Customer Support
Utility Warehouse offers dedicated customer support, including a hardship fund to assist customers struggling with bill payments. Customers can reach support through phone, email, and live chat.