Customer Escalations Advisor

Job title:

Customer Escalations Advisor

Company

Utility Warehouse

Job description

Company DescriptionEmployees can work hybrid or remotely
Hours: 40 Hours – 8:00am to 8:00pm Monday to Sunday
Employment status: Permanent
Salary : £28,237Hi! We’re UW. 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.Got your attention? Read on…We put people first. It’s all about you.We’re excited to find great people for our 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”:

• 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 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!We work together. Your team and the people you will work with…
The Customer Escalations team is responsible for solving our customers’ complaints to conclusion, helping them get back to enjoying their lives as quickly and effortlessly as possible. We work to provide customers with the peace of mind that their current issue is resolved.We deliver progress. What to expect through the day as an Advisor:

• Have an empathic demeanour.
• This role is demanding and wide-ranging and is an excellent opportunity to gain experience and contribute to the growth of a UW with high ethical standards and strong social purpose, at the same time making a real difference to the lives of our customers.
• Highly organised and able to manage multiple work streams and systems.
• Need to be able to move seamlessly from dealing with challenging customer complaints to working with their Team Leader and other advisors within their team.
• Must communicate all information clearly and in a timely manner, to both the customers and their Team Leader.
• Demonstrate drive, determination, enthusiasm
• Maintain SLAs by answering calls and replying to customer emails.
• You’ll be delivering a first class customer experience to every caller, going above and beyond to help them.
• Demonstrate empathy and understanding whilst discussing all the processes that the customer will need to go through on their complaint journey.
• You will have an eye for detail ensuring that you have checked all documentation sent before taking actions to update customer accounts.
• Provide feedback on processes and work closely with the rest of the team to help with continual improvement.

Minimum requirements:

• Experience of dealing with complaints knowledge and processes
• Basic knowledge of Google Drive, Docs, Sheets
• Energy knowledge is essential.

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:
• 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 and you get our coveted Cashback Card for free.
• 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!Additional InformationWe 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. If you need any help, support, or advice at any point during the hiring process please just let us know.Please note, if you are applying for a role which involves having access to personal data, 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.

Expected salary

£28237 per year

Location

London

Job date

Sun, 28 Jul 2024 01:28:00 GMT

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