Debt Support Advisor

London /
Permanent employee
Role Title: Ability to Pay Advisor
Hours: 40 hours per week, Monday to Friday, 8:30am to 5:30pm
Location: Colindale, North London

Hello, we're Utility Warehouse 

We help people get on with their lives and spend their time how they want to. And we’re bringing together a nation of self-starters to build a different type of utility company. One where partners can run their own business and reach the goals that matter to them. For customers, we offer permanent peace of mind. One bill, great value and no need to ever switch again. And for our people, we provide clear opportunities to help them achieve both their professional and their personal ambitions.  

A bit more about us 

You probably won't have heard much about us, but we're one of the UK's biggest, home-grown success stories of the last 20 years. We're a FTSE 250 business and knocking on the door of £1 billion in annual revenue. But in two decades of phenomenal change and growth as a business, there are two things that have remained constant:
We bundle together all our customers' household utilities and send them a single monthly bill
We don't promote our services directly to customers - we have 40,000 partners around the country who recommend us

And we know we’re onto something - we have been Which? awarded for 10 years running - but we’re only just getting started...

Who we’re looking for

An Ability to Pay Advisor works in our Payment Solutions Team. We're here to help members to pay their bill by acting as the point of contact for accounts that are within the energy debt collection process. We work together as one team to find solutions for members who are struggling to pay money owed to UW.

In the role you will be:

Dealing with our most vulnerable members, candidates must be able to remain calm under pressure and have the tenacity to make a difference.

Taking inbound calls from our members, the wider call centre and third parties such as Citizens Advice and Step Change
Making outbound calls to proactively resolve accounts with arrears
Completing Fuel Direct applications for DWP
Responding to member emails and letters
Signposting members to the most relevant external organisations for advice and support
Understanding and applying OFGEM’s, “Ability to Pay Principles” when dealing with our members
Ensuring members have the most appropriate resolution to repay their debt and manage ongoing usage Providing support and advice to other areas of the business
Accurately logging and resolving complaints in line with company procedure
Dealing with challenging calls effectively and acting in a firm but fair manner where required
Ensuring solutions are in line with our regulatory obligations

What we are looking for:

We are looking for someone who is a team player, enjoys problem solving and going the extra mile for our members. The successful candidate will have the following

Excellent customer service
Strong knowledge of energy services and billing
Great time management
Knowledge of the collections processes and procedures
Knowledge of excel

Don’t forget though, you’ll need to be eligible to live and work in the UK.

The perks of working for us! 

As an award-winning FTSE 250 company we offer stability, recognition and career progression. In addition to your annual salary and bonus, you’ll also benefit from 25 days’ holiday (plus bank holidays), a pension scheme and share options. 

Our HQ is based in Colindale, London where you will benefit from some great perks including:

State of the art facilities with free onsite parking, subsidised canteen, pool tables, table tennis tables and quiet/sleep pods
Health & wellbeing benefits including onsite personal training, yoga and pilates, discounted healthcare & gym membership, an onsite nurse, gourmet society membership and more!
An active social calendar including monthly movie nights, quiz nights, family parties and plenty more!
Clubs & committees for employees with a shared interest such as sports, reading, charitee, diversity etc
Basically, whether you fancy joining our CEO Andrew Lindsay for breakfast to find out more about what’s going on at UW or joining some colleagues for a movie night screening in our auditorium – there is something for everyone!  

Want a sneak peak into what it’s like to work for us?