Customer Service Advisor

Summary

Join UW, a company revolutionizing the utilities industry, as a Customer Service Advisor. This remote role offers a competitive salary of £26,800 and a comprehensive benefits package. You will be the first point of contact for customers, resolving issues across multiple channels, troubleshooting technical problems, and offering additional services. The ideal candidate possesses excellent customer service skills, thrives in a fast-paced environment, and is adept at problem-solving. Prior experience in a telecoms contact center is beneficial but not mandatory. Successful candidates will undergo a background check.

Requirements

• Have a stable and strong internet connection. Our minimum requirement for internet speed is 25Mbps Download and 4Mbps Upload
• Have 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
• Currently reside in the UK with eligibility to live and work in the UK too

Responsibilities

• Manage issues such as slow internet speeds, poor or no connectivity, noisy line or no dial tone faults, data and email retrieval issues, billing and barring issues, taking payments and much more across our telecoms products
• Be the first point of contact for our customers across our multiple contact channels (mainly phone, but may also include email and live chat)
• Resolve customer issues there and then - first call resolution is one of the key focuses of our team
• Troubleshoot everything from the service entry point (phone socket) up to and including some device support
• Offer new or additional services where appropriate
• Help customers with their bills and taking payments
• Work towards KPIs such as: First Call Resolution Customer Ease Score Average Handling Time Quality & Compliance

Preferred Qualifications

• Understand the basics behind how different broadband services are delivered (ADSL, PSTN, FTTC and FTTP)
• Understand the basics of home/internal broadband networks (LAN’s), the frequencies they’re delivered on (2.4ghz and 5ghz) and how to resolve issues such as latency, internal Wi-Fi obstacles, DNS and external factors such as firewall and browser issues

Benefits

• ��26800 per annum
• 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
• 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