Part Time Customer Service Adviser

First Utility
£20,000 per annum pro rata
15 Jan 2019
23 Jan 2019
Contract Type
Full Time
Job Title: Customer Service Adviser - Broadband x 15

Office: Coventry

Salary: £20,000 Pro Rata

We are currently recruiting for 15 evening part-time Customer Service Advisers, to join our Broadband team.
Core Hours: Monday - Friday 5 - 8 pm, Saturday 4 - 8 pm. Between 16 - 30 hours a week.
Our journey and vision…We are a challenger energy and broadband provider, operating as a wholly owned subsidiary group of the Shell Petroleum Company Limited (Shell). Currently serving approximately 825,000 homes, we launched in 2008 to provide an alternative to the incumbent energy providers with lower-priced energy, great customer service and innovative technology. Over the last ten years, we have helped our customers waste less energy through the use of advancing technology, giving insight into individual usage and greater control.

Here at First Utility, we aim to provide a fresh approach to multi-utilities. Our goals are simple. We want to make the running of your home (managing energy, broadband and home-services) straightforward, painless and great value for money, for everyone

Your part in our journey…
Your role will be to provide our customers with a first class, friendly and professional service. Motivated by meeting and exceeding performance targets, a ‘right first-time’ approach will help you to resolve various queries, ranging from ensuring new customers have a smooth transition from their previous provider to First Utility Broadband, to assisting them with any issues relating to their accounts, such as billing and connection issues. Encouraging customers to talk through the options best suited to their needs, we aim to retain their custom by sharing our knowledge.

The role day to day…

  • Demonstrating excellent customer service skills through inbound and outbound service calls
  • Handling both service queries and complaints ensuring a swift resolution providing clear explanations and solutions
  • Ensuring all customer commitments have been met or followed up with smooth contact between our internal departments
  • Outbound sales contact through the identification of customers that are due to renew their current broadband deal
  • Dealing with Technical queries, fixing and ensuring ongoing technical support for customers
  • Proactive technical work in order to improve the customer experience and journey
  • Supporting other business areas (energy) with queries as and when required.
Skills required:

  • Excellent communication skills – both verbal and written – enabling you to build a strong rapport with our customers
  • Technical mindset in order to learn and apply fixes to accounts improving the customer’s experience
  • Demonstrated experience excelling in a customer service position, either telephone-based or face to face
  • Confidence to manage own workload and any issues professionally and calmly
  • Comfortable working in a target-driven and fast-changing environment, and able to respond to changing business needs
  • Be a fast learner, PC-literate and able to demonstrate excellent attention to detail, along with comfort with numerical calculations (required for manual bill calculations)
  • Confident with New technology
What’s in it for you...

Family Friendly

Company maternity /adoption pay - 26 weeks full pay, followed by 13 weeks statutory pay for eligible employees.

Two weeks full paternity pay

BUPA Private Healthcare

Life Assurance

Pension Scheme

Flexible Working

Agile Working/Working from Home where appropriate

Staff Tariffs

Development Opportunities

Mentoring Scheme

Apprenticeship Schemes

Training and Coaching

Development Portal to access development material and share experiences


Exclusive Retail Discounts (from nearly 900 retailers)

25 days holiday (plus Bank Holidays) and Holiday Trading Scheme

Quarterly Team Socials


Platform to access healthy meal ideas, exercise videos and mindfulness tips

Access to impartial financial advice

E-cards to share thanks with colleagues

A fresh start to the week with free fresh fruit, every Monday

Charity events to support our charity partner NSPCC

Trim Trail onsite


Ample free onsite parking

Modern, vibrant offices

Den with sofas, PS4 and table football

Onsite restaurant with hot and cold menu and pizza order service

Barista style coffee bar with hot and cold snacks

Smart/Casual Dress

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