Customer Service Advisor

Utility Warehouse; Selkirk; Hybrid; GBP 27,000; Full time

Job summary

A leading utility provider in Selkirk is seeking a Customer Service Advisor to support customers with their inquiries. You will resolve issues via phone, email, and chat while meeting key performance indicators. The ideal candidate will have excellent customer service skills and be comfortable handling challenging situations. The role offers a competitive salary of £26,800 and opportunities for hybrid working after training.

Benefits

33 days holiday including Bank Holidays

Pension scheme

Employee Assistance Programme

Free virtual GP service

Ongoing training and development

Qualifications

• Excellent customer service skills and a drive to exceed expectations.
• Ability to handle challenging and emotive calls.
• Strong problem-solving skills with a focus on first call resolution.
• Confidence in a fast-paced environment and goal-motivated.
• Emotional intelligence and empathy.

Responsibilities

• Support prepayment customers through queries and concerns.
• Resolve customer issues via phone, email, and live chat.
• Meet KPIs such as first call resolution and compliance.

Skills

Customer service experience

Problem solving

Communication

Time management

Patience

Job description

Overview

Salary: £26,800

Location: Selkirk - Ettrick Riverside, Dunsdale Rd, Selkirk TD7 5EB

Start date: TBC mid October

Hours: 40 hours across 5 days per week. Shifts across Monday to Friday 8:15am-5:45pm and 1 in 3 Saturdays 8:45am-4:30pm

Training and hybrid working

You'll be expected to attend training on site in the Selkirk office for an initial period of 8 weeks, at which point if you feel comfortable you can choose to move to hybrid working and work onsite a minimum twice a week for any required training and meetings.

8 weeks onsite training Monday to Friday only, hybrid thereafter Monday to Saturday.

Recruitment process

• Stage 1: Online Application


• Stage 2: Online Recruiter Interview


• Stage 3: Onsite Assessment Centres in Selkirk, being held on 18th, 19th and 22nd September 2025

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 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:

• 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 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!

What you’ll do

You’ll utilise your problem solving and communication skills to support our prepayment customers through all queries and concerns that come up.

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 looking to resolve customer issues there and then - first call resolution is one of the key focuses of our team. 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 and Quality & Compliance.

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 25 Mbps download and 4 Mbps upload.

A dedicated, quiet work space with a workstation, plenty of natural light, access to fresh air and no distractions. This cannot be a communal or shared space.

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 UW?

We’ve got big ambitions, so there’s going to be plenty of challenges. There are also a lot of benefits:

• £26,800 per annum


• 33 days holiday inclusive of Bank Holidays (Bank holidays open 10am to 4pm)


• 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


• 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

Apply here!

You\u2019ve got this far… Hit apply and 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\u2019s chat!

Additional Information

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.