Home-based Technical Customer Service Advisor

United Kingdom

Full Time GBP 20K+
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Utility Warehouse

Get all your home services, including gas, electricity, broadband, mobile and home insurance from one company, helping you save time and money.

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Home-based Technical Support Customer Service Advisor (Contact Centre)Salary: £20,200 & benefits (pro-rata for part-time)Hours: Full-time (40 hours per week) or part-time (20 or 30 hours per week) - Monday to Sunday 8am to 8:30pmLocation: Home-based (equipment provided)Start date: 29th November 2021
Hello, we’re UW 
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 - we have been Which? awarded for 10 years running - but we’re only just getting started…
Want a sneak peak into what it’s like to work for us?https://vimeo.com/showcase/6052297/video/341298006
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 and much more across our telecoms products. 
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 (phone, 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 the device- You’ll offer new or additional services where appropriate.
Additional info:
We’re offering 20 to 30 hour contracts. 
Your shifts will be scheduled during our operating hours which are 8am - 8:30pm Monday to Sunday. The majority of your shifts will be between 12pm to 8:30pm and Monday to Friday and likely to include 1 in 2 Saturdays between 9am - 3pm (in lieu of a weekday). 
Please note - You will need to be available between the hours of 09:30 and 17:30 for your first four weeks to complete our training programme. You will be paid for all the hours you attend.
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 centre, 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’ll supply the equipment needed for you to do the role but you will still need a strong internet connection for it to work. Our minimum requirement for internet speed is 10Mbps Download and 4Mbps Upload.
You’ll need 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.
The perks of working for us! 
As an award-winning FTSE 250 company we offer stability, recognition and career progression.  A starting salary of £20,200 (pro-rata for part-time)33 days of holiday including bank holidays - We are open on Bank HolidaysFull equipment providedDiscounts on UW servicesVirtual GP servicePension scheme and other great benefits such as our share schemeFull remote IT supportFour weeks of intensive virtual training and onboarding enabling you to be fully competent in your role within three weeks.
If you think this could be the role for you or want to be part of UW’s growth, apply now.
Job region(s): Europe
Job stats:  14  2  0
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