Location: Hybrid role, 2 days a week in Colindale, London 

Hours: 40 hours per week, 8am to 6pm, Monday to Friday

Salary: £26,500pa
 

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 Payment Solutions roles. People who want to join our team and build a career here at UW. Our Advisors are solutions heroes, but this role isn't for everyone… take a moment to consider the following before you hit “apply”:

• Do you have experience of working in a debt recovery role?
  -Why do we want this? Advisors help customers with escalated debt issues, so knowledge of the debt process and the ability to deal with intense situations is required. 

• Are you comfortable handling tough and emotive calls?
  -Why do we want this? Advisors on average deal with around 3 suicide calls per month 

• Are you someone who loves to think differently about problems of all types, challenges assumptions, and throws themselves into creating new solutions

• Can you demonstrate patience, empathy, and possess emotional -intelligence?
  -Why do we want this? This role deals with vulnerable customers who need our help.

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…

The team helps support customers who have fallen deep into the debt process and provide solutions before going down the warrant process. If a warrant has been applied for, the Payment Solutions team assists our 3rd party agents on sites to ensure the warrants go ahead as smoothly as possible.
 

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

This is a very hands-on role and not one for the faint-hearted. No two customers, problems, or resolution journeys are the same. You will be empowered to provide customers with support, advice and the peace of mind that their current issue can be resolved.

• Receive inbound calls from our customers, the wider call centre and 3rd party collection agents regarding accounts which have fallen into our debt process.

• Conduct outbound calls where required to customers and other 3rd parties to resolve accounts.

• Work with others in your team to investigate accounts and decide on best solutions.

• Take ownership of your assigned work and ensuring this is completed within the agreed SLAs.

• Offer repayment options to customers who are in arrears, which are inline with both our internal policies and OFGEM's ability to pay principles.

• Identify vulnerable customers and offer additional support to them - including referrals to citizens advice or debt charities where appropriate.
   

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: 

• £26,500pa 

• 25 days holiday plus Bank Holidays

• 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. 

• Share options and Save As You Earn Scheme 

• 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!

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.

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. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are applying for a role which involves having access to personal data, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.