Ability to Pay Advisor, Utility Warehouse

• Can you pick up the phone and call with confidence?
• Can you build relationships and rapport with customers on the phone easily?
• Do you have the ability to self motivate yourself whilst working on an outbound basis?
• Do you get excited at solving problems to find resolutions for customers?
• Although we aren’t looking for someone with years of experience in customer debt support
• We are looking for someone who has outbound calling experience
• Able to demonstrate proven resilience and empathy skills
• Ability to manage difficult conversations
• Supporting our customers in tough situations and finding solutions to challenges
• Hours: 40 hours per week Mon - Fri 8.30am - 5.30pm

• We are the proactive side of the Ability to Pay Team, we actively take steps to reach out to customers we think may be struggling, rather than waiting for them to contact us. We keep in touch with them
• This involves us picking up the phone and calling them directly, who we have identified from a number of traits including:
• Defaulted monthly invoice or agreed payment plan instalment or they have been identified as not managing their supply whilst in prepay, so we want to check in and make sure everything is okay
• This is just to name a few, our aim is for the account to be brought back into order or looking at other ways we can assist with the customer being able to afford their ongoing usage and repayment option
• If successful, you would be joining our brand new ATP In Touch team (working alongside an existing In Touch team) and work in tandem with our current Ability to Pay Consultants
• Calling our customers directly via the phone system
• Addressing any balances owing, looking at additional repayment options where suited
• Taking payments and escalating accounts through the recovery process
• Assisting our customers and addressing issues on their account to provide support
• Conducting health checks for repayment arrangements and advising on any payment revisions/amendments
• Ensuring that customers with repayment arrangements are comfortable with their plans
• Identifying vulnerable customers and offering additional support to them -including referrals to Citizens Advice Plymouth whom we partner with

• Shares in a growing FTSE 250 business
• Flexible working - we’ve got fully remote teams, onsite, hybrid, early risers, and late-night grinders, for us it matters what we’re working on more than where!
• Lots of company and team socials - in-person & virtual
• Mentors and Teachers a plenty, with so many brilliant minds in one place there is always someone you can lean on for support and development
• Free employee assistance helpline
• Wellbeing benefits from free personal training, yoga and pilates through to mental health support - all virtually accessible!
• Remote working office spaces are available to book globally
• Private pension scheme that gets better with time, starting at 4% over time you can get up to 10%
• Subsidised private healthcare with BUPA
• Save as you Earn share purchase scheme
• Discounted UW services (30% mobile & broadband, 10% energy & insurance)
• 25 days holiday (excl. bank holidays)
• Free virtual GP service
• Enhanced maternity and adoption pay: 26 weeks of full pay after 12 months of service
• A modern central London office and Hubs around the UK
• Life Assurance 4 x salary
• A UW cashback card - earning you cashback on all your spending!

Utility Warehouse provides customers with all their home services – including energy, broadband, mobile and insurance – in one simple, monthly bill. The company argues that this all-in-one approach ‘makes budgeting so much easier’ for customers, which is paired with a strong customer services record.