Job Description
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 donât 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. Location: Remote Hours: 40 hours per week across 5 days, Monday to Saturdays 8am to 8:30pm (Bank holidays open 10am to 4pm Training: 4 weeks remote training Salary: ÂŁ26,800 Hi! We're UW . Weâre 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! Weâre 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. Itâs 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 âapplyâ: 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⊠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 may not have experience working in a Telecoms contact centre, but youâll need to understand the basics behind how different broadband services are delivered (ADSL, PSTN, FTTC and FTTP). It would be advantageous for you to understand the basics of home/internal broadband networks (LANâs), the frequencies theyâre 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. About the Role As part of this team, you'll 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. This isnât a role for the faint-hearted. No two customers, problems, or resolution journeys are the same and itâs 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: Youâll be the first point of contact for our customers across our multiple contact channels (mainly phone, but may also include email and live chat) Youâll be looking to resolve customer issues there and then - first call resolution is one of the key focuses of our team Youâll be troubleshooting everything from the service entry point (phone socket) up to and including some device support (for more info visit the troubleshooting section of our website or click here ) Youâll offer new or additional services where appropriate. Youâll 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 What youâll 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 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 Donât forget though, youâll need to be currently residing in the UK with eligibility to live and work in the UK too. So why pick UW? Weâve got big ambitions, so thereâs going to be plenty of challenges. There are also a lot of benefits: ÂŁ26800 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 Apply here! Youâve got this far⊠Hit apply - we canât wait to hear from you! Worried you donât hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and letâs chat! Originally posted on Himalayas