Technical Customer Service Advisor

Company Description
Hybrid Technical Customer Service Advisor
Hours: 40 hours per week across 5 days - Monday to Sunday 8am to 8:30pm (Bank holidays open 10am to 4pm
Your first 8 weeks will be onsite training in our Colindale office followed by onsite OR hybrid working with a minimum 2 day's a week in the office.
Location : 508 Edgware Rd, London NW9 5AB
Salary : £23,000 to £25,000 depending on industry experience within the Telco industry, plus an additional £500 on passing probation
Hello, we’re Utility Warehouse
You probably won't have heard much about us, but we're one of the UK's biggest, home-grown success stories of the last 20 years.
We're a FTSE 250 business and knocking on the door of £1 billion in annual revenue.
We provide your energy, broadband, mobile and home insurance in one. So you can stop thinking about bills, passwords and price comparisons, and get on with the important things in life.
And we know we’re onto something - but we’re only just getting started…
About the Role
As part of our award-winning Customer Services team, you'll manage technical 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 and much more across our telecoms products.
As a team we are mainly technical, but there will be occasions where we help out our colleagues in other areas by supporting customers with general queries too.
This isn’t a role for the faint-hearted. No two customers, problems, or resolution journeys are the same and it’s our job to ensure that whatever the issue, our customers receive the award-winning customer service which UW is known for.
Responsibilities
You’ll be the first point of contact for our customers across our multiple contact channels (mainly phone, but may also include email and live chat)
You’ll be delivering a first class customer experience to every caller, going above and beyond to resolve their issue
You’ll be looking to resolve customer issues there and then - first call resolution is one of the key focuses of our team
You’ll be working with sometimes limited information provided by the customer
You’ll 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)
You’ll offer new or additional services where appropriate.
Additional info:
You will need to be available between the hours of 09:30 and 17:30 for your first six weeks to complete our training programme.
About you
You’ll be a natural problem solver with a keen interest in giving great customer service and working with technology. You may not have experience working in a technical contact center, but you’ll need to understand the basics behind how different broadband services are delivered (ADSL, PSTN, FTTC and FTTP).
You’ll also need to 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.
Don’t forget though, you’ll need to be currently residing in the UK with eligibility to live and work in the UK too.
What you’ll 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
Don’t forget though, you’ll need to be currently residing in the UK with eligibility to live and work in the UK too.
Why work for us?
Join a high growth FTSE 250 business with the ambition to introduce 1 million additional customers to our offering. Help us achieve our ambitions whilst learning and having fun. Become part of a fantastic business culture where people really are at the heart of everything we do.
£23,000 to £25,000 depending on industry experience within energy and/or telco, plus an additional £500 on passing probation and an increase to £26,000 after two years assuming performance
Huge opportunities for exposure & development as we scale up
Access to Spark – a holistic approach to learning and development created by UW to empower our people's personal and professional growth
33 days holiday including Bank Holidays
Life Insurance up to 4 x your salary
Discounted healthcare & medical cash plans
A free virtual GP service
Private pension scheme
Share options and Save As You Earn Scheme
A range of Health & Wellbeing benefits including a confidential Employee Assistance Programme, virtual fitness classes and wellness tools
Discounted UW services (30% mobile & broadband, 10% energy & insurance)
A UW cashback card - earning you cashback on all your spending!
Access to Spark – a holistic approach to learning and development created by UW to empower our people's personal and professional growth
If you think this could be the role for you or want to be part of UW’s growth, apply now.
Additional Information
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 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.