Customer Service

5 months ago

Burnley, United Kingdom Utility Warehouse Full time

Company Description

**Salary**: £23,000 - £25,000 depending on experience
**Location**: Burnley, Empire Business Centre, 2 Empire Way, Burnley, BB12 6HA

Your first 8 weeks will be onsite training in our Burnley office, followed by onsite OR hybrid working with a minimum 1 day a week in the office

Hours: 40 hours across 5 days per week across Monday to Friday 8.15am-5.45pm and 8.45pm -4.30pm on Saturdays

**Hello, we’re UW**

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

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 - be the voice of UW**

This is a fantastic opportunity for you to join a new and innovative customer services team working out of our brand new hub in Burnley in the North West of England.

This new team has been set up to support our customers during 0 - 60 days of 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.

You'll be expected to attend training on site in the Burnley 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.

**What you’ll do**

You’ll utilise your problem solving and communication skills to support our customers through all queries and concerns that come up during their first 60 days, 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 informed at all times.

You’ll go through a full training programme that will equip you with the skills and knowledge to set you up for success in this role. We will ask you for regular feedback to support the growth and development of the department moving forward. This is a hugely important and rewarding role, and you’ll play a key part in the development of our future customer onboarding experience.

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.

**Who we’re looking for**

We are 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.

**About you**:

- Customer service experience ideally in an Energy, Telco or Financial industry
- Self motivated and can work under pressure
- Organised with the ability to prioritise where required
- Able to work using your own initiative
- Strong communication skills
- A great listener who remains calm under pressure
- Someone who loves working in a fast-paced and changing environment

**What you’ll need**

You'll 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'll also need 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 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 for 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

**Job Description**

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