Energy Prepayment Advisor

Location: Hybrid, once a month on site
Salary: £26,850 pa
Hours: 38.5 per week, Monday to Saturday with shifts between 8:30am and 8pm.
Start Date: 14th September & 28th September

Candidates must ideally be based in any TD or EH postcode area and willing to attend our TD6 site once a month.

Hi! We're Utility Warehouse. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you. 

Got your attention? Read on…

We put people first. It’s all about you.

We're excited to find great people for our Energy Prepayment teams.  Our Customer Service Advisors are front-line heroes but this role isn't for everyone, the calls can be challenging and emotive… take a moment to consider the following before you hit “apply”:

• Are you driven by giving an excellent customer service experience and pride yourself on exceeding customer expectations?
• Are you comfortable handling challenging, tough and emotive calls, where there is a lot to learn and things are always changing?
• Are you a problem solver, who enjoys helping customers with their questions and concerns?
• Can you remain calm under pressure and thrive in a fast-paced environment?
• Are you motivated by meeting goals and targets and can you demonstrate responsibility, integrity, and efficiency?
• Can you demonstrate patience, empathy, and possess emotional intelligence?
• Can you demonstrate good timekeeping and commitment?

If you answered "yes" to these questions, then you're just the kind of person we're looking for! 

We work together. Your team and the people you will work with…

You’ll report to a Team Leader within our Prepayment Energy Operations team, acting as the vital first point of contact for customers managing their energy budgets. Prepayment meters are a key tool for helping households keep control of their finances, but they can also bring unique challenges—especially during the colder winter months when energy demand spikes and extra support is needed most.

This isn’t a role for the faint-hearted. No two customers, situations, or resolution journeys are ever the same, and showing true empathy is essential. But you won’t be doing it alone. You’ll join a compassionate, high-performing team dedicated to coaching, encouraging, and collaborating with you every day. Together, we go over and above to navigate complex calls, hit performance targets, and consistently deliver the award-winning customer service Utility Warehouse is known for.

We deliver progress. What to expect through the day as an Advisor:

• Answer customer queries with the aim of sorting things out first time
• Provide the best Customer Care experience to all customers
• Achieve KPIs such as Average Call Handling time, Complaints %, Quality & Compliance, just to name a few!
• Liaise with other departments to resolve queries effectively
• Join team huddles
• Catching up and Coaching with your Team Leader. (None of us are perfect, so they’ll work with you to support your career and help you grow.)

So why pick UW?

We’ve got big ambitions, so there’s going to be plenty of challenges. There are also a lot of benefits: 

• £26,850 per annum plus a performance based bonus
• Training: You'll need to be able to work full time for your first 8 weeks as we support you through your training programme (8.30am - 5.30pm)
• 33 days holiday inclusive of Bank Holidays (Bank holidays open 10am to 4pm)
• A full induction and all the kit you need to do your job
• Discount on our services
• Share options and Save As You Earn Scheme 
• A matched contribution pension scheme and life assurance up to 4x your salary.
• Employee Assistance Programme including free counselling and legal advice 
• Free virtual GP service plus discounts on healthcare and medical cash plans
• Enhanced family-friendly policies, designed to help you and your family thrive.
• Lots of opportunities to have fun with your team throughout the year, virtually and in person. You can also join our Belonging groups and help UW shape an even more inclusive future.
• Ongoing learning, development and training to ensure you thrive in your role

Apply here!

You’ve got this far… Hit apply - we can’t wait to hear from you! Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.