Technical Customer Service Advisor

Location: Remote
Hours: 38.5 hours per week across 5 days Monday to Saturdays 8am to 8:30pm (Bank holidays 10am to 4pm)
Salary: 26850

Hi! Were UW. Were on a mission to take the headache out of utilities by providing them all in one place. One bill for energy broadband telephone mobile and insurance and a whole lot of savings!

Were 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. Its all about you.

Were 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 isnt 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 youre just the kind of person were looking for!

We work together. Your team and the people you will work with

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. 

About the Role

As part of this team youll 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 isnt 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 its our job to ensure that whatever the issue our customers receive the award-winning customer service which UW is known for.

We deliver progress. What to expect through the day as an Advisor:

• Youll be the first point of contact for our customers across our multiple contact channels (mainly phone but may also live chat)
• Youll be looking to resolve customer issues there and then - first call resolution is one of the key focuses of our team
• Youll be troubleshooting everything from the service entry point (phone socket or ONT) up to and including some device support (for more info visit the troubleshooting section of our website or click here)
• Youll offer new or additional services where appropriate.
• Youll be helping customers with their bills and taking payments
• Youll work towards KPIs such as:
• First Call Resolution
• Customer Ease Score
• Average Handling Time
• Quality & Compliance

What youll need

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

Dont forget though youll need to be currently residing in the UK with eligibility to live and work in the UK too.

Additional Information :

So why pick UW

Weve got big ambitions so theres going to be plenty of challenges. There are also a lot of benefits: 

• 26850 per annum plus a performance based bonus
• Training: Youll 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!

Youve got this far Hit apply - we cant wait to hear from you! Worried you dont hit all the criteria We welcome applications from diverse and varied backgrounds so get your application in and lets 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 dont 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.

Remote Work :

Yes

Employment Type :

Full-time