Energy Outbound Ability to Pay Advisor

Job title:

Energy Outbound Ability to Pay Advisor

Company

Utility Warehouse

Job description

Company DescriptionLocation: Hybrid role, 2 days a week in our London office (NW9) OR Remote working possibleTraining: You’ll need to be able to work full time in the London office for your first 2 weeks as we support you through your training programme (8.30am – 5.30pm)Salary: £26,500paHi! 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 Ability to Pay roles. People who want to join our team and build a career here at UW. Our advisors are front-line heroes but this role isn’t for everyone… take a moment to consider the following before you hit “apply”:Do you have outbound calling experience? Can you pick up the phone and call with confidence?You will have experience of working in the energy sector and ideally have experience in working with energy prepayment meters – Smart and Traditional.Can you build relationships and rapport with customers on the phone easily?Do you have the ability to self motivate yourself whilst working on an outbound basis?Do you get excited at solving problems to find resolutions for customers?Are you able to demonstrate proven resilience and empathy skills?Can you manage difficult conversations?Do you have experience in supporting customers in tough situations and finding solutions to challenges?N.B. Although we aren’t looking for someone with years of experience in customer debt support, we are ideally looking for someone who has basic energy experience.
Please note when the business requires it, there may be some aspects of inbound call taking.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…We are the proactive side of the Ability to Pay Team, we actively take steps to reach out to customers we think may be struggling, rather than waiting for them to contact us. We keep in touch with them.
Our aim is for the account to be brought back into order, or to find other ways to assist them to afford their ongoing usage and repayment option.This involves us picking up the phone and calling customers directly. Customers identified as being High Risk and on prepayment, those struggling to remain on supply and regular calls to check that prepayment still remains suitable.What you’ll do:

• Outbound calling our customers directly via the phone system.
• Reviewing the suitability of the customer being in prepayment mode by completing Safe and Practical checks.
• Assisting our customers and addressing issues on their account to provide support and ensure they stay on supply.
• Making executive decisions – potentially changing customers to credit from prepayment due to vulnerability if it is the right thing to do.
• Contacting our customers following and involuntary mode switch or meter installed in prepayment, ensuring that it is safe.
• Providing customers with useful information on how to manage their Prepayment usage, providing emergency contact information and information and advice on how to get the most out of their metres.
• Identifying vulnerable customers and offering additional support to them -including referrals to Citizens Advice Plymouth whom we partner with.

Whilst we can’t promise it will be easy, we can assure you it will be rewarding!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:£26,500pa25 days holiday plus Bank HolidaysA full induction and all the kit you need to do your jobDiscount on our services and you get our coveted Cashback Card for free.Share options and Save As You Earn SchemeA matched contribution pension scheme and life assurance up to 4x your salary.Employee Assistance Programme including free counselling and legal adviceFree virtual GP service plus discounts on healthcare and medical cash plansEnhanced 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 roleApply here!Job DescriptionQualificationsAdditional 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

£26500 per year

Location

London

Job date

Wed, 07 Aug 2024 22:59:27 GMT

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