[Hiring] Technical Customer Service Advisor @Utility Warehouse

Role Description

We're 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 isn't 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 you're just the kind of person we're looking for!

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.
• 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.

As part of this team, you'll 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

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 isn’t 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 it’s our job to ensure that whatever the issue, our customers receive the award-winning customer service which UW is known for.

You’ll be the first point of contact for our customers across our multiple contact channels (mainly phone, but may also live chat).

• 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 troubleshooting everything from the service entry point (phone socket or ONT) up to and including some device support.
• You’ll offer new or additional services where appropriate.
• You’ll 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

Qualifications

• Experience working in a Telecoms contact centre for at least one year.
• Understanding of broadband services (ADSL, PSTN, FTTC, FTTP, VoIP).
• Knowledge of home/internal broadband network connectivity (LANs, routers, Wi-Fi frequencies).

Requirements

• Stable and strong internet connection (minimum requirement: 25Mbps Download and 4Mbps Upload).
• A dedicated, quiet workspace with a workstation, plenty of natural light, access to fresh air and no distractions.
• Currently residing in the UK with eligibility to live and work in the UK.

Benefits

• £26,850 per annum plus a performance-based bonus.
• 33 days holiday inclusive of Bank Holidays.
• 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.
• Ongoing learning, development and training.