Inbound Customer Service Advisor

5 months ago

Selkirk, United Kingdom Balfour Wilson Recruitment Specialists Ltd Full time

**Job description**

Balfour Wilson Recruitment are excited to be working with Utility Warehouse, to support them with their fourth recruitment intake for their new contact centre based in Selkirk, Scottish Borders.

"Hello, we’re UW,

We’re the UK’s only genuine multi-service provider, providing energy, broadband, mobile and home insurance to over 750,00 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.

**THE ROLE**:
This is a fantastic opportunity for you to join a new and innovative customer services team working out of our brand-new hub in Selkirk. This new team has been set up to support our prepayment customers with their UW journey. Your role is crucial in providing that phenomenal customer experience the way that only UW can.

We'll utilise your feedback to evolve the ways of working and develop the operating model of the team. A truly exciting time to join such a fantastic team and be involved in shaping how it will look moving forward.

**WHAT YOU WILL DO**:
You’ll utilise your problem solving and communication skills to support our prepayment customers through all queries and concerns that come up.

You'll be required to handle what may at times be challenging customer queries but queries that you will own through to resolution, keeping the customer always informed.

We won’t lie - it’s not always an easy role. 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.

**ABOUT YOU**:
You’ll be passionate about the UW brand, able to live and breathe the principles of exceptional customer service.

We're looking for passionate customer obsessed advisors that have a positive can-do attitude, with self-drive for resolving issues and queries for our customers ensuring their onboarding journey is as seamless as possible.
- Experience working in fast pace, customer service environment is essential.
- Knowledge of Energy is advantageous but not critical.
- Self-motivated and can work under pressure.
- Organised with the ability to prioritise where required.
- Ability to deal with challenge and handle objections.
- A great listener who remains calm under pressure
- Motivated and keen to meet goals and targets.

**WHAT YOU WILL NEED**:
You will work in a hybrid model, onsite and at home. We will supply the equipment needed for you to do the role from home, but you will still need a strong internet connection.

Our minimum speed requirement is 25Mbps Download and 4 Mpbs Upload.

You will also need a dedicated, quiet workspace with a workstation, plenty of natural light, access to fresh air and no distractions. This cannot be a communal space that is shared by other household members.

You’ll also need to be currently residing in the UK with eligibility to live and work in the UK too.

**WHY WORK WITH US?**

So many reasons As an award-winning FTSE 250 company we offer stability, recognition, and career growth. We offer a great benefits package including:

- A competitive starting salary and the opportunity for salary increases as you gain knowledge.
- Modern onsite working environment
- 33 days holiday (pro-rata), including bank holidays (Bank holidays open 10am to 4pm)
- Discounts on UW products & services
- Share options and Save As You Earn Scheme
- General Life Insurance up to 4 x your salary
- Employee Assistance Programme including free counselling and legal advice.
- Free virtual GP service plus discounts on healthcare and medical cash plans

You'll be expected to attend training on site in the Selkirk office for an initial period of 8 weeks, at which point if you feel comfortable you can choose to move to hybrid working and work onsite a minimum once a week for any required training and meetings.

(8 weeks onsite training Monday to Friday only, hybrid thereafter Monday to Saturday)

**Job Types**: Full-time, Permanent

**Salary**: £230,000.00-£240,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Gym membership
- Life insurance
- On-site parking

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Selkirk: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 yea

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