Financial Service Advisor

Utility Warehouse; London; Hybrid; GBP 23,000 - 25,000; Full time

Job summary

A leading UK multi-service provider seeks an FS Customer Service Advisor to join its Financial Services Team. The role involves providing exceptional customer service, resolving issues, and fostering positive customer interactions in a hybrid working environment. Opportunities for personal and professional development are available within a growing FTSE 250 company with a vibrant company culture.

Benefits

33 days holiday including Bank Holidays

Life Insurance up to 4 x your salary

Discounted healthcare & medical cash plans

Free virtual GP service

Share options and Save As You Earn Scheme

Health & Wellbeing benefits including Employee Assistance Programme

Discounted UW services (30% mobile & broadband, 10% energy & insurance)

UW cashback card

Qualifications

• Ability to handle challenging customer interactions with empathy and patience.
• Strong communication skills and active listening.
• Experience in a customer service role preferred.

Responsibilities

• Answer incoming customer calls promptly and professionally.
• Provide excellent customer service by addressing inquiries and resolving issues.
• Collaborate with team members to meet performance targets.

Skills

Customer Service

Problem Solving

Communication

Job description

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Hours: 40 hours, Monday To Saturday - 08:00 To 20:30

Location: Colindale, North London with hybrid working

Hello, we’re UW

We’re the UK’s only genuine multi-service provider, providing energy, broadband, mobile and home insurance to over 900,000 customers.

Our goal is to double in size over the next five years so we need lots more great people to join us in our journey.

Everybody matters at UW. We embrace different perspectives, life experiences and personalities in an inclusive environment where people can have fun and grow together.

Although we’re a FTSE 250 company and have been around for 25 years, we still have a small company feel and the culture of a start-up. You’ll be joining a bunch of genuinely friendly people who love working together and really want to make a difference.

We put people first. It’s all about you...

Reporting to a Financial Services Team Leader, the FS Customer Service Advisor role sits within FS Operations and is the first line for our customers calling to discuss their financial service needs. You’ll provide a high level of customer service and ensure a positive customer journey is experienced by all of our customers.

You’ll need to be willing to deal with challenging and vulnerable customers, there is a lot to learn and things are always changing. But we’ll give you all the training you need when you join and then once you are part of a team, you’ll have people around you for continued learning and encouragement.

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

As part of our Financial Services Team, you’ll be the person who gives us a voice and connects us to our customers. You’ll help to solve our customers’ problems, providing them with support, advice and the peace of mind that their query will be resolved.

We deliver progress. What you’ll do and how you will make an impact...

This role brings a high level of customer service to our customers. Spending most of the day on the phone interacting with customers. Displaying a high level of professionalism in each interaction. We multitask and problem solve to make the customer's journey with UW easy. We follow through on our promises and ensure customers get the time they need to understand the fantastic business they have joined. We look after a number of products and make sure the customer has everything they require in one conversation to be able to save them time and money! We go over and above customer service in our team to make sure our relationship with our customers exceed their expectations each and every time.

Answer incoming customer calls promptly and professionally

Provide excellent customer service by addressing inquiries, resolving issues, and offering solutions

Handle customer complaints with empathy and patience, aiming for first-call resolution whenever possible

Follow call centre guidelines to ensure consistency and quality of service

Utilise computer systems to access customer accounts, input data, and document interactions accurately

Collaborate with team members and Managers to meet performance targets and maintain service standards

Stay updated on product knowledge, company policies, and procedures to assist customers effectively

Demonstrate strong communication skills, active listening, and problem-solving abilities

Adhere to call centre policies regarding attendance, punctuality, and adherence to schedules

Maintain professionalism and composure during challenging customer interactions

You’ll work towards a number of KPIs such as:

Compliance score

Calls per hour

Why work for us?

Join a high growth FTSE 250 business with the ambition to introduce 1 million additional customers to our offering. Help us achieve our ambitions whilst learning and having fun. Become part of a fantastic business culture where people really are at the heart of everything we do.

£23,000 to £25,000 depending on industry experience within energy and/or telco, plus an additional £500 on passing probation and an increase to £26,000 after two years assuming performance

Huge opportunities for exposure & development as we scale up

Access to Spark – a holistic approach to learning and development created by UW to empower our people's personal and professional growth

33 days holiday including Bank Holidays

Life Insurance up to 4 x your salary

Discounted healthcare & medical cash plans

A free virtual GP service

Share options and Save As You Earn Scheme

A range of Health & Wellbeing benefits including a confidential Employee Assistance Programme, virtual fitness classes and wellness tools

Discounted UW services (30% mobile & broadband, 10% energy & insurance)

A UW cashback card - earning you cashback on all your spending!

Access to Spark – a holistic approach to learning and development created by UW to empower our people's personal and professional growth

Recruitment Process

The process can take up to 2 weeks (but can sometimes take less than 1!)