Energy Debt Solutions Advisor chez Utility Warehouse

Hours: 40 hours per week, 8am to 6pm, 1 in 4 Saturday working

Location: Ideally Hybrid 2 days from our Colindale office, NW9. Will consider remote working.

Salary: £26,800pa
 

Hi! 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..

You will have experience working in a debt recovery role, ideally for another energy supplier or as part of a team which helps vulnerable customers get back on track with their priority bills.

• We are looking for someone with strong customer call centre experience that feels satisfaction from resolving a customer issue.

• You'll need to understand vulnerability and how to speak to and help people going through a difficult time financially

• You’ll need to be a caring and compassionate individual and empathetic with people in tough situations

• You’ll need the ability to take ownership of a problem and see it through to resolution

• You’ll need to be someone who loves to think differently about problems of all types, challenges assumptions, and throws themselves into creating new solutions
   

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

You will be part of the Inbound Customer Service team within the Payment Solutions Department of UW. Our three dedicated teams support vulnerable customers by handling inbound calls and providing the assistance they need.
 

We deliver progress. What you’ll do and how you will make an impact.

About the role

We're here to help people get on top of their UW bills, by acting as the point of contact for customers who have fallen into our debt process - and provide solutions to get them back on track. 

This isn’t a role for the faint-hearted. No two customers, problems, or resolution journeys are the same. You will be empowered to provide customers with support, advice and the peace of mind that their current issue can be resolved.

• You’ll be solving customers’ problems from start-to-finish

• You’ll be contacting customers to help resolve ongoing payment issues on their account

• You’ll conduct health checks for repayment arrangements and advise on any payment revisions/amendments which need to be made

• You’ll ensure that customers with repayment arrangements are comfortable with their plans

• You’ll identify vulnerable customers and offer additional support to them - including referrals to citizens advice or debt charities where appropriate.

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: 

• An industry benchmarked salary. We’ll share it during your first conversation.

• Share Options and a Save as You Earn scheme.

• Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)

• 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.

• Family-friendly policies, designed to help you and your family thrive.

• Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP.

• Belonging groups that help UW shape an even more inclusive future.

• A commitment to helping you develop and grow 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!

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 don’t 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.