Utility Warehouse is looking for a Contact Centre Advisor to provide essential support to our Energy customers. In this role, you will be the first point of contact, resolving a wide range of service issues directly and helping customers manage their bills and payments.

What You'll Do

Be the first point of contact for Energy customers across multiple channels, primarily phone, but also email and live chat.
Resolve customer issues in real time, focusing on achieving first call resolution.
Troubleshoot service issues from the service entry point up to and including some device support.
Identify and offer new or additional services to customers where appropriate.
Help customers understand their bills and process payments securely.
Work towards key performance indicators including First Call Resolution, Customer Ease Score, Average Handling Time, and Quality & Compliance.

What We're Looking For

Previous contact centre experience.
Comfort handling challenging, tough, and emotive calls with professionalism.
A proactive problem solver who genuinely enjoys helping customers.
The ability to remain calm under pressure and thrive in a fast-paced environment.
Motivation to meet goals and targets, demonstrating responsibility, integrity, and efficiency.
Patience, empathy, and strong emotional intelligence.
A stable and strong internet connection (minimum 25Mbps Download and 4Mbps Upload).
A dedicated, quiet work space with a workstation, plenty of natural light, access to fresh air, and no distractions.
Must currently reside in the UK with full eligibility to live and work here.

Nice to Have

Energy contact centre experience is desirable but not required.

Benefits & Compensation

Compensation of £26,800 per annum.
33 days holiday inclusive of Bank Holidays.
A full induction and all the kit needed to do the job.
Discount on company services and a free Cashback Card.
A matched contribution pension scheme and life assurance up to 4x 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.
Opportunities for team fun throughout the year, virtually and in person.
Ongoing learning, development, and training.

Work Mode

This is a fully remote position open to candidates residing anywhere in the United Kingdom.

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.