Financial Customer Service Advisor

Utility Warehouse; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic team at a forward-thinking company dedicated to simplifying utilities for customers. As a Financial Services Customer Service Advisor, you will be the first point of contact, providing exceptional service and support. Your role will involve addressing inquiries, resolving issues, and ensuring customer satisfaction. With comprehensive training and ongoing support, you will have the opportunity to grow in a vibrant culture that values its people. This is a fantastic chance to contribute to a company with ambitious growth plans while enhancing your skills in a collaborative environment.

Benefits

33 days holiday including Bank Holidays

Life insurance up to 4x salary

Discounted healthcare and medical plans

Free virtual GP service

Private pension scheme

Share options and Save As You Earn Scheme

Health & Wellbeing benefits

Discounted UW services

UW cashback card

Qualifications

• Strong communication and listening skills are essential.
• Ability to handle challenging customer interactions with empathy.

Responsibilities

• Deliver high-quality customer service through phone interactions.
• Resolve customer inquiries and complaints with professionalism.

Skills

Customer Service

Communication Skills

Problem-Solving

Multitasking

Education

High School Diploma

Customer Service Training

Tools

Call Centre Software

Data Entry Systems

Job description

Company Description

Location: Hybrid (2 days a week in our Colindale office) or Remote

Hi! We're UW. We’re on a mission to simplify utilities by providing all services in one place—energy, broadband, mobile, insurance—and helping customers save money!

Our goal is to double in size as we assist more people in saving time and money. We aim for big ambitions, powered by dedicated people like you.

Interested? Keep reading…

We prioritize people. It’s all about you...

Reporting to a Financial Services Team Leader, the FS Customer Service Advisor role is part of FS Operations, serving as the first point of contact for customers discussing their financial services. You’ll deliver excellent customer service, ensuring a positive experience for all our customers.

You should be willing to handle challenging and vulnerable customers. There's much to learn and adapt to, but we provide comprehensive training and ongoing support within your team for continuous growth and encouragement.

We work together. Your team and colleagues…

As part of our Financial Services Team, you’ll be the voice connecting us to our customers—helping resolve issues, providing support, advice, and peace of mind that their queries are addressed.

What you’ll do and how you’ll impact...

This role emphasizes delivering high-quality customer service through phone interactions. You’ll maintain professionalism, multitask, and problem-solve to make the customer journey smooth. You’ll ensure customers understand and appreciate the value of our services, saving them time and money, and exceeding their expectations with every interaction.

• Answer incoming calls promptly and professionally
• Address inquiries, resolve issues, and offer solutions
• Handle complaints with empathy and patience, aiming for first-call resolution
• Follow call centre guidelines for consistency and quality
• Use computer systems to access accounts, input data, and document interactions
• Collaborate with team members and managers to meet performance targets
• Stay updated on products, policies, and procedures
• Demonstrate strong communication, listening, and problem-solving skills
• Adhere to attendance, punctuality, and schedule policies
• Maintain professionalism during challenging interactions

You’ll work towards KPIs such as:

• Compliance score
• Customer satisfaction & NPS score
• Calls per hour

Why work for us?

Join a growing FTSE 250 company with ambitions to add 1 million new customers. Help us grow while learning and having fun. Be part of a vibrant culture where people are at the heart of everything.

• Opportunities for exposure and development
• Access to Spark—our holistic learning and development platform
• 33 days holiday including Bank Holidays
• Life insurance up to 4x salary
• Discounted healthcare and medical plans
• Free virtual GP service
• Private pension scheme
• Share options and Save As You Earn Scheme
• Health & Wellbeing benefits, including Employee Assistance Programme, virtual fitness classes, and wellness tools
• Discounted UW services (30% mobile & broadband, 10% energy & insurance)
• UW cashback card for earning cashback on spending

Additional Information

Not sure if you meet all requirements? Let us decide! We encourage applications from women and underrepresented groups, even if you don’t meet every qualification.

We are committed to diversity and inclusion, offering equal opportunities regardless of age, disability, gender, race, religion, sexual orientation, or other protected characteristics. Feel free to ask how we can support your needs. All requests will be considered fairly.

Please note, successful candidates will undergo a background check. Unsatisfactory or incomplete checks, or failure to disclose relevant convictions, may result in withdrawal of the job offer.