Utility Warehouse
Multi-utility provider offering bundled energy, telecoms, broadband, mobile, cashback & insurance.
22 hours ago
$26,800 - $26,800
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
United Kingdom
Hybrid
Company Size
2,500 Employees
Service Specialisms
Sector Specialisms
Description
inbound calls
troubleshooting
billing
kpi management
service support
upsell services
The Energy Customer Service Advisor role is front‑line, handling inbound contacts from energy customers. Candidates should have prior contact‑centre experience; energy‑specific experience is a plus but not required. The job requires comfort with challenging, emotive calls, strong problem‑solving skills, and the ability to stay calm under pressure.
Advisors act as the first point of contact via phone, and occasionally email or live chat, aiming for first‑call resolution. Daily duties include troubleshooting issues from the service entry point to device support, offering suitable additional services, and processing billing queries and payments.
- Handle inbound energy customer contacts and aim for first‑call resolution.
- Troubleshoot service issues from the phone socket to device support.
- Offer additional UW services and process billing inquiries and payments.
- Meet KPI targets: First Call Resolution, Customer Ease Score, Average Handling Time, Quality & Compliance.
- Participate in daily interactive training sessions with camera on.
- Maintain a quiet, well‑lit home workspace with minimum 25 Mbps download / 4 Mbps upload internet.
- Join virtual and in‑person team events and inclusion groups for ongoing development.
Requirements
uk resident
work eligible
quiet workspace
natural light
reliable internet
home office
To succeed, advisors need a dedicated, quiet home workspace with natural light, a reliable internet connection of at least 25 Mbps download and 4 Mbps upload, and must be UK residents eligible to work. UW provides all necessary equipment for the role.
- Be a UK resident eligible to work in the UK.
Benefits
UW is a remote‑first company offering a full‑time Energy Customer Service Advisor position. The role is based in the UK, works 40 hours per week across five days, Monday‑Saturday 8 am‑6 pm, with bank holidays 10 am‑4 pm, and includes four weeks of remote training. The salary is £26,800 annually, with a start date of 2 March.
UW offers a competitive benefits package, including £26,800 salary, 33 days holiday inclusive of bank holidays, a full induction, service discounts and a free Cashback Card, a matched‑contribution pension, life assurance up to four times salary, and an Employee Assistance Programme with counselling and legal advice.
Additional perks include a free virtual GP service, healthcare discounts, family‑friendly policies, virtual and in‑person team events, belonging groups for inclusion, and ongoing learning and development opportunities.
- Earn £26,800 salary, 33 days holiday (including bank holidays), pension matching and life assurance up to 4× salary.
- Access employee benefits: service discounts, free Cashback Card, Employee Assistance Programme, virtual GP, healthcare discounts, family‑friendly policies.
Training + Development
Interview process
Visa Sponsorship
Security clearance
- successful candidates will undergo a background check; unsatisfactory results may withdraw offer.
Overview
37,000 Distributors
Independent Distributors
Operates through a network of 37,000 independent distributors using a word-of-mouth, multi-level marketing model.
770,000 Accounts
Customer Acquisition
Acquired 770,000 energy customer accounts from npower in 2013, solidifying its position as a major independent supplier.
1 Million Accounts
Global Customer Base
Supplies approximately 1 million customer accounts globally across utilities and telecom services.
£3 Billion Revenue
Parent Company Revenue
Financially backed by parent company Telecom Plus, which generates over £3 billion in annual revenue.
- Grew from energy and communications into broadband, mobile, insurance and cashback offerings.
- Runs projects bundling home services to simplify bills and save customers time and money.
- Distinctive for its MLM‑style partner network, remote work infrastructure and bundled services model.
- Unusual fact: no shops or TV ads—growth relies entirely on distributors and partner referrals.
Culture + Values
- Celebrating collaboration and teamwork across the business
- Leave corporate jargon at the door and bring your authentic self
- Maintaining a welcoming, down-to-earth environment despite FTSE 250 status
- Inclusive environment where individuals feel valued and respected
- Strong support structures, training, and career development
- Genuine commitment to making a difference for members and Partners
Environment + Sustainability
100% Renewable
Electricity Supply
Provides clean energy via Fixed Green Tariff.
100% Renewable
Energy Achieved
Reached 100% renewable energy supply.
100k Trees
CO2 Absorption
Trees planted to offset carbon emissions.
5M LED Bulbs
Energy Savings
Installed to reduce energy use and costs.
- Smart meter installation covering 64% of customers (March 2022), saving ~24,960 tonnes CO₂/year
- Net-zero target: 2050, with formal net-zero transition plan in 2023 report
- Developed science-based targets and first transition plan (2023)
- Employee-funded £5 million Hardship Fund supporting vulnerable customers and sustainability efforts
Inclusion & Diversity
39 Score
Employee Net Promoter Score
The Employee Net Promoter Score improved significantly from -3 to +39, reflecting enhanced employee satisfaction.
2023
ESG Report
A formal commitment to a diverse and inclusive workforce was highlighted in the 2023 ESG report.
£400
Cost-of-Living Boost
Two cost-of-living boosts of £400 each were provided to employees, along with a 10.1% inflation-linked pay rise.
- Scaled partnership with Citizens Advice Plymouth to support vulnerable customers
- Launched new learning platform and supplier Code of Conduct to support inclusion and development