Customer Correspondence Specialist

3 weeks ago

London, Greater London, United Kingdom Utility Warehouse Full time

Customer Correspondence Specialist

Full-time Employment Status: Full-Time

Company Overview

Location: Hybrid role, with a blend of remote work and in-office collaboration.

Salary: Competitive compensation package

About Us

At Utility Warehouse, we are dedicated to simplifying the utility experience by offering a comprehensive solution for energy, broadband, mobile, and insurance services, all under one roof. Our goal is to save our customers both time and money.

As we strive to expand our reach, we are looking for individuals who share our vision and are eager to contribute to our growth.

Your Role Matters. We prioritize our people.

We are thrilled to welcome passionate individuals to our Customer Correspondence team. This position is ideal for those who are committed to building a rewarding career with us. Our team members are essential in supporting our customers, but this role requires careful consideration:

Do you possess a background in correspondence or writing? Experience in the energy sector is advantageous. Familiarity with handling vulnerable situations is a plus. Exceptional customer service skills, including effective questioning and active listening, are essential. A genuine enthusiasm for resolving customer inquiries through written and verbal communication is necessary, along with the ability to manage multiple tasks. Strong interpersonal and investigative skills are crucial. Team collaboration is key. Flexibility and adaptability to changing priorities are important. A drive for personal growth and a willingness to embrace new challenges are valued.

If you align with these qualities, you may be the ideal candidate for our team.

Collaboration is Key. Your Team and Colleagues...

The Customer Correspondence team is dedicated to assisting customers who may be experiencing difficulties with their accounts. Our mission is to guide them through challenging situations, ensuring a positive outcome for both the customer and the organization.

Our team works closely with our most vulnerable customers, requiring a calm demeanor under pressure, the ability to lead by example, and a strong commitment to making a meaningful impact.

Daily Responsibilities as a Customer Correspondence Specialist:

Engage with customers across various communication channels, including email and phone. Address and resolve customer complaints effectively. Direct customers to appropriate external organizations for support, including debt and mental health resources. Strive for first-contact resolution of customer inquiries. Respond to customer queries within established service levels. Deliver exceptional customer care experiences. Meet performance metrics related to productivity and customer satisfaction. Collaborate with other departments to resolve customer issues efficiently.

Why Choose Utility Warehouse?

We have ambitious goals, which means there will be challenges ahead. However, we also offer numerous benefits:

Generous holiday allowance, in addition to public holidays. Comprehensive onboarding and all necessary equipment for your role. Discounts on our services and access to our Cashback Card. Opportunities for share options and participation in our Save As You Earn Scheme. A matched contribution pension plan and life insurance coverage. Employee Assistance Programme offering free counseling and legal support. Access to a virtual GP service and discounts on healthcare plans. Enhanced family-friendly policies to support you and your loved ones. Opportunities for team bonding and participation in our Belonging groups to foster an inclusive workplace. Continuous learning and development opportunities to help you excel in your role.

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