Customer Service Advisor

Customer Service Advisor

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 8.45pm-4.30pm

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.

Our 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!

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

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 required to handle what may at times be challenging customer queries but queries that you will own through to resolution, keeping the customer informed at all times.

We won't lie - it's not always an easy role. The current climate of the Energy market means you'll be having lots of difficult conversations.

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 deliver progress. What to expect through the day as an Advisor...

• 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
• 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 25Mbps Download and 4Mbps Upload.

A dedicated, quiet work space with a work station, plenty of natural light, access to fresh air and no distractions. This cannot be a communal or space that is shared by other household members

Don't forget though, you'll need to be currently residing in the UK with eligibility to live and work in the UK too.

So why pick UW?

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

• £26800 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've got this far… Hit apply - 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's chat!