At a Glance
- Tasks: Help customers solve their telecom issues and provide top-notch service.
- Company: Join Utility Warehouse, a growing company simplifying utilities for everyone.
- Benefits: Enjoy a competitive salary, 33 days holiday, and great training opportunities.
- Other info: Work remotely with a supportive team and plenty of fun activities.
- Why this job: Be part of a mission to save people time and money while building your career.
- Qualifications: Experience in telecom customer service and strong problem-solving skills required.
The predicted salary is between 26850 - 26850 £ per year.
Location: Remote
Salary: £26,850 pa
Hours: 38.5 per week, Monday to Saturday. Shift work detailed below.
Start Date: 14th September & 28th September
Hi! We're Utility Warehouse. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!
We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.
We put people first. It’s all about you.
We're excited to find great people for our Telco Customer Service Advisor roles. People who want to join our team and build a career here at UW. Our CSAs are front-line heroes but this role isn't for everyone… take a moment to consider the following before you hit “apply”:
- Would you describe yourself as someone with keen critical thinking skills with the ability to troubleshoot an issue and come up with a solution?
- Are you driven by giving an excellent customer service experience and pride yourself on exceeding customer expectations?
- Are you comfortable handling challenging, tough and emotive calls, where there is a lot to learn and things are always changing?
- Are you a problem solver who enjoys helping customers with their questions and concerns?
- Can you remain calm under pressure and thrive in a busy fast-paced environment?
- Are you motivated by meeting goals and targets and can you demonstrate responsibility, integrity, and efficiency?
- Can you demonstrate patience, empathy, and possess emotional intelligence?
- Can you demonstrate good timekeeping and commitment?
If you answered "yes" to these questions, then you're just the kind of person we're looking for!
This role will be joining our Telecoms Customer Service Team, but there will be occasions where we help out our colleagues in other areas by supporting customers with general queries too.
You must have experience working in a Telecoms contact centre for at least one year, and you must understand the basics behind how different broadband services are delivered (ADSL, PSTN, FTTC, FTTP and VoIP).
You must understand the basics of home/internal broadband network connectivity (LANs), logging into routers, the different Wi-Fi frequencies (2.4GHz and 5GHz) and how to resolve issues such as latency, internal Wi-Fi obstacles, DNS and factors such as firewall and browser issues. You must understand how to run remote diagnostic line tests.
As part of this team, you'll manage issues such as slow internet speeds, poor or no connectivity, Wi-Fi issues, noisy lines or no dial tone faults, data and email retrieval issues, billing and barring issues, taking payments and much more across our Telecoms products. You will be comprehensively trained on this. You will also receive training on managing and troubleshooting our Mobile products (both our physical and eSIMs) on our 5G network.
This isn’t a role for the faint-hearted, and it can get busy and fast-paced. No two customers, problems, or resolution journeys are the same and it’s our job to ensure that whatever the issue, our customers receive the award-winning customer service which UW is known for.
What to expect through the day as an Advisor:
- You’ll be the first point of contact for our customers across our multiple contact channels (mainly phone, but may also live chat)
- You’ll be looking to resolve customer issues there and then - first call resolution is one of the key focuses of our team
- You’ll be troubleshooting everything from the service entry point (phone socket or ONT) up to and including some device support
- You’ll offer new or additional services where appropriate.
- You’ll be helping customers with their bills and taking payments
- You'll work towards KPIs such as: First Call Resolution, Customer Ease Score, Average Handling Time, Quality & Compliance
We will supply the equipment needed for you to do the role but you will still need a stable and strong internet connection. Our minimum requirement for internet speed is 25Mbps Download and 4Mbps Upload.
A dedicated, quiet workspace with a workstation, plenty of natural light, access to fresh air and no distractions. This cannot be a communal space, or space that is shared by other household members.
Don’t forget though, you’ll need to be currently residing in the UK with eligibility to live and work in the UK too.
So why pick UW?
We’ve got big ambitions, so there’s going to be plenty of challenges. There are also a lot of benefits:
- £26,850 per annum plus a performance based bonus
- Training: You'll need to be able to work full time for your first 8 weeks as we support you through your training programme (8.30am - 5.30pm)
- 33 days holiday inclusive of Bank Holidays (Bank holidays open 10am to 4pm)
- A full induction and all the kit you need to do your job
- Discount on our services
- Share options and Save As You Earn Scheme
- A matched contribution pension scheme and life assurance up to 4x your salary.
- Employee Assistance Programme including free counselling and legal advice
- Free virtual GP service plus discounts on healthcare and medical cash plans
- Enhanced family-friendly policies, designed to help you and your family thrive.
- Lots of opportunities to have fun with your team throughout the year, virtually and in person. You can also join our Belonging groups and help UW shape an even more inclusive future.
- Ongoing learning, development and training to ensure you thrive in your role
Apply here! You’ve got this far… Hit apply - we can’t wait to hear from you!
Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!
Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.
We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.
Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.
Technical Customer Service Advisor employer: Utility Warehouse
Utility Warehouse is an exceptional employer that prioritises employee development and a collaborative work culture. With a hybrid work model based in Greater London, employees enjoy the flexibility of remote work while benefiting from engaging in-person interactions. The company fosters growth opportunities through continuous learning and encourages innovative contributions to enhance Partner experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Service Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Utility Warehouse. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Utility Warehouse before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Customer Service Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Utility Warehouse:Your cover letter is your chance to shine! Tell us why you want to work at Utility Warehouse specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Utility Warehouse!
How to prepare for a job interview at Utility Warehouse
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
