Correspondence Administrator

Utility Warehouse; London; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading utility company is seeking a Correspondence Advisor to support customers experiencing payment issues. This hybrid role requires excellent customer service skills, with responsibilities including managing inquiries and providing effective solutions. The ideal candidate will thrive in a dynamic environment, contributing to a team focused on helping vulnerable customers.

Benefits

Discount on services

Cashback Card

Matched contribution pension scheme

Life assurance up to 4x salary

Employee Assistance Programme

Free virtual GP service

Learning and development opportunities

Qualifications

• Experience in a correspondence or writing-related role.
• Preferred experience in the Energy industry.
• Ability to deal with vulnerable customers.

Responsibilities

• Handle customer queries through email, Whatsapp, and telephone.
• Achieve KPIs related to productivity and customer satisfaction.
• Signpost customers to external organizations for support.

Skills

Customer Service

Interpersonal Skills

Problem Solving

Multitasking

Investigation Skills

Job description

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Location: Hybrid role, 2 days a week in our London hub (NW9)

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.

We're excited to find great people for our Ability to Pay roles. People who want to join our team and build a career here at UW. Our advisors are front-line heroes but this role isn't for everyone… take a moment to consider the following before you hit “apply”:

Do you have a correspondence or a writing background?

Experience working in the Energy industry is preferred.

Previous experience of dealing with vulnerability is advantageous

You must have excellent customer service skills including questioning, listening, and establishing rapport.

Must have a genuine passion for resolving customer problems via email and over the phone and have the ability to multitask.

Strong interpersonal skills are a must as well as good investigation skills.

Has a strong team working ability.

Can be flexible and has the ability to adapt quickly to changing priorities.

Be ambitious and willing to accept new challenges.

If you meet these requirements, then you're just the kind of person we're looking for!

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

Payment Solutions is a specialist team that works with our customers who have fallen into arrears with their bills. The goal is to help our customers out of the arrears process in any way we can, working towards an outcome that works for both the customer and the business.

The team deals with our most vulnerable customers, so candidates must be able to remain calm under pressure, lead by example and have the drive and tenacity to make a difference.

We deliver progress. What to expect through the day as a Correspondence Advisor:

Handle customers across different platforms, including email, Whatsapp and telephone

Ensuring customers are being signposted to the most relevant external organisations for advice and support. This includes debt, mental health, and disability charities as well as energy efficiency.

Answer customer queries with the aim of a first-time resolution

Respond to queries within our agreed service level

Provide the best customer care experience to all customers

Achieve KPI’s such as productivity per hour and customer satisfaction

Liaise with other departments to resolve queries effectively.

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:

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.

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, 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