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Utilities - Customer Service Advisor - Remote

2 weeks ago

Herefordshire, United Kingdom Wiser Graduates Full time

About Us:
You probably won't have heard much about us, but we're one of the UK's biggest, home-grown success stories of the last 20 years. We're a FTSE 250 business and knocking on the door of £1 billion in annual revenue.

We provide your energy, broadband, mobile and home insurance in one. So you can stop thinking about bills, passwords and price comparisons, and get on with the important things in life.

And we know we’re onto something - but we’re only just getting started

About the role:
As a home-based Customer Service Advisor, you’ll be solving our customers’ problems from start-to-finish so that they can get back to enjoying their lives as quickly and effortlessly as possible. You’ll be providing customers with support, advice and thepeace of mind that their current issue is resolved.

You’ll be the first person to receive a call to identify the customer’s query.

You’ll aim for 70% first call resolution, with the other 30% expected to be escalated to the relevant team.

You’ll be given KPIs (Key Performance Indicators) to work towards, such as calls-per-hour and customer satisfaction.

Our culture relies on open communication to continuously improve. You’ll take ownership for sharing your learnings and experience to support others on a daily basis.

You’ll organise and assess your priorities throughout the day - keeping your word to customers and colleagues.

Who we’re looking for:
We are looking for someone with strong customer service experience that feels satisfaction from resolving a customer issue.

You will demonstrate:

- You're a great listener who remains calm under pressure
- You love working in a fast-paced and changing environment
- You are motivated by KPIs and value feedback
- You have a dedicated work space with a secure internet connection
- Don’t forget though, you’ll need to be currently residing in the UK with eligibility to live and work in the UK too._

What you’ll need:
We will supply the equipment needed for you to do the role but you will still need a strong internet connection. Our minimum requirement for internet speed is 25Mbps Download and 4Mpbs Upload.

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 or space that is shared by other household members

The perks of working for us

As an award-winning FTSE 250 company we offer stability, recognition and career progression.
- A starting salary of £21,000 and the opportunity for salary increases as you gain knowledge
- 25 days holiday (pro-rata), plus bank holidays (Bank holidays open 10am to 4pm)
- General Life Insurance up to 4 x your salary
- Employee Assistance Programme
- Discounted healthcare and medical cash plans
- Pension scheme
- Share options and Save As You Earn Scheme
- Co-wide end of year bonus
- Discounts on UW products & services
- Free virtual fitness classes
- Free virtual GP service
- Full remote IT support
- Four weeks of intensive virtual training and onboarding enabling you to be fully competent in your role within three weeks
- Hours: 40 hours across 5 days per week
- We're open 8am to 8pm Monday to Friday & 8:45am to 4:30pm Saturdays
- Location: Work from home