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10 months ago
Utility Warehouse
Salary: £20730 - £25900 per annum + inc OTE plus lots of g
Location: North West London
Job type: Permanent
Contact: Utility Warehouse
Category: Call Centre Jobs, Customer Service Jobs

Your training

We will make sure you are supported from day one when you join our excellent tried, tested and fully comprehensive Company Induction. We'll give you full classroom training on our products, services and teach you different ways of working in this environment - and that's just the beginning! You'll also spend time experiencing and applying all that you've learned in the classroom - in real life situations. It doesn't stop there though, once you join your team you will receive ongoing mentoring sessions and one-to-one development; it really is a very supportive environment!

You don't have to be a total technical guru or have lots of industry experience. You'll learn everything you need, to become part of our award-winning technical team - and our caring, supportive training team will support you to understand how our services and technology works. The key thing is to genuinely enjoy providing excellent customer service; have a real passion and enthusiasm for all things technical; the willingness to learn and most meaningfully a "can-do attitude".

About the role

  • Being part of the technical team, you get to build relationships with our residential and business members - and our partners - to drive first call resolution.
  • You'll record and verify accurate information from all customer interactions in compliance with Data Protection policy.
  • You'll build on your existing knowledge of ADSL, FTTC, wireless and basic networking skills (IP addressing, DNS etc.).
  • You'll learn to use the art of questioning to identify problems with sometimes limited information from the member or partner to start with. Typical problems include ADSL, FTTC, PSTN, wireless and e-mail setup issues.
  • You'll troubleshoot PSTN faults like no dial tone or noisy lines.
  • We will teach you to set up and trouble shoot wired or wireless broadband connections.
  • In the wireless spectrum, you'll be troubleshooting and provide solutions on both the 2.4 and 5 GHz frequencies, including 802.11 G, N and AC routers.
  • You'll work with Android, IOS and Windows operating systems.
  • You'll be looking to resolve any issues with 2G, 3G and 4G mobile networks.
  • You'll receive training on how to understand Broadband networking (Copper/Fibre) and Voice (Digital lines/VOIP).
  • Your working hours will be 40 hours per week over five days (Monday to Saturday).

The rewards

It's our people that make Utility Warehouse the winner of numerous Which? and Moneywise Awards, and this is why we work so hard to provide a first-class rewards package for our staff. It's all about us recognising the people who live by our values and demonstrate that we genuinely care about the support we offer our members and partners. In short we are "Proud to be Purple".

Starting salary is £20,730 plus up to 25% bonus (OTE £25,900) and great benefits! Just to give you a taste, here are a few or our perks:

  • You'll get bonuses, a holiday allowance which increases with service, share options, life assurance, a pension and much more!
  • You'll enjoy discounts on UW services, as well as gym memberships, healthcare, restaurants and even your shopping!
  • You'll work in a friendly environment, with a number of fun perks such as pool and table tennis tables at the office, frequent nights out/social events and a departmental fun fund!

A day in the life of a Technical Support Advisor at Utility Warehouse

No two days are the same at Utility Warehouse - and we expect all of our staff to be committed to our vision of becoming 'the Nation's Most Trusted Utility Supplier, the one you'd recommend to your Mum!' You understand that some members may have very challenging issues when they contact us, but you will build brand loyalty by taking ownership of their queries and providing consistently unique customer experiences. You'll speak to around 30 customers a day, providing solutions on our Home Phone, Broadband, Fibre and Mobile products - using some of the newest technologies on the market.

About us

Utility Warehouse may be a FTSE 250 Company with over 600,000 customers, but at heart we still see ourselves as an ambitious challenger with a strong family feel! We stand out as the UK's only fully integrated provider of a wide range of competitively priced essential services, spanning telephony (landline, broadband and mobile), energy (gas and electricity), and more recently, Home Insurance.

Equality and Diversity

Be yourself

At Utility Warehouse, we're committed to being a diverse and inclusive workplace, ensuring everyone feels valued and respected.

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