Customer Support Advisor

One Utility Bill Ltd.; Newcastle upon Tyne; On-site; GBP 25,000 - 31,000; Full time

Job summary

One Utility Bill Ltd. is a tech business that bundles household bills into one fixed monthly payment. This role sits in a warm and friendly Customer Support Team, delivering amazing service to our customers.

You’ll handle live chats, phone calls and emails, resolve queries swiftly, and keep customers positive about their experience as their bills are managed smoothly.

Join a fast-growing company where great people are valued and where your contributions help people simplify their finances.

Qualifications

• Excellent multitasking and customer service mindset.
• Experience handling live chats, phone calls, and emails.
• Ability to resolve customer issues calmly and efficiently.
• Strong communication and empathy under pressure.

Responsibilities

• Engage with customers and address issues to ensure satisfaction.
• Resolve queries swiftly across chat, phone, and email.
• Maintain high TrustPilot-standard service.
• Manage workload effectively on a rota and collaborative team.

Skills

Multitasking

Customer service

Live chat

Phone support

Email support

Job description

Customer Support Advisor

Permanent | £27,976 per annum

We are looking for a motivated and driven Customer Support Advisor who’s great at multitasking and loves providing amazing customer service as part of a warm and friendly Customer Support Team.

A little bit about us

We are a tech business that bundle household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It’s a game changer.

It’s also a gorgeous place to work. Everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs.

Our people scored us a whopping 9.3 out of 10 for "I recommend One Utility Bill as a place to work" in our last employee engagement survey.

What you’ll be doing

You’ll be at the forefront, engaging with customers, addressing their issues, and ensuring they leave the conversation satisfied. With our outstanding TrustPilot score, we are committed to maintaining our high standards. As an expert in live chats, phone calls, and emails, you will resolve customer queries swiftly and efficiently.

Customers rely on us to manage their bills, keeping their lights and broadband running smoothly. When things go wrong, it can have a significant impact, leading to tense calls. Your role is to rectify the situation and ensure customers feel positive about their experience with us.

A little bit about you

Cool, calm, and collected, even when things are hectic

Ability to manage your own workload by being self-sufficient

Strives to deliver exceptional service

Great at handling complaints from frustrated or confused customers

Just as good at putting a smile back on someone’s face

Lovely to chat to, and confident on the phone.

What you’ll get from us

As well as all of the great perks listed below, here’s what you can expect to gain financially from this role…

An annual salary of £27,976

£2000 per year in bonuses paid to the full company if we achieve our shared objectives

How we do stuff around here

We’re a fast-growing, high-performing business and that’s because everyone chips in to make things work and we all know what we need to do to succeed. Performance metrics are only part of the equation, they tell us what we need to achieve. Our company values and goals tell us why and our competencies, how. Here’s some key OUB terminology that you’ll become very familiar with.

Our Company Values

• Matter | Everyone’s role is essential, OUB is on a mission and we can’t do it with you.

• Own It | Take responsibility for your domain. Trust yourself and trust others to deliver.

• Graft | Work hard and smart. That’s how we grow and do the best for our customers.

• Work as One | Respect other people. Try to leave your ego at the door.

• Do the Right Thing | Treat everybody and do your best. Support one another’s goals.

• Drop and Roll | Learn from mistakes, get comfy with change and do your best to adapt.

• Set the Bar High | Whether your solving problems or making a brew. Do it with gusto.

• Be Fiercely You | Be human and be genuine. Bring your skills and yourself to work.

• Enjoy the Journey | Have some fun, and make sure others do too.

Our Competencies

• Dependable | Taking ownership of performance and demonstrating accountability.

• Customer First | Thinking about the customer before making any decision.

• Co-Star | Collaborating and communicating. Showing a commitment to shared goals.

• Expert | Seeking out knowledge and opportunities to perform better in your role.

• Leadership | Communicating shared goals clearly and effectively.

Your working hours will be done on a rota basis between the hours of 8am and 6pm with 1 in every 4 Saturdays required.

Be Fiercely You isn't just a value, it's how we thrive! We believe our strength comes from a truly diverse team where everyone feels valued and respected. If you're passionate about what you do, we want to hear from you, no matter your background