Partnership Support Assistant
One Utility Bill
Newcastle upon Tyne, ENG, GB
1d ago

Company

One Utility Bill is a tech company that makes life easier by bundling household bills into one monthly payment. We save people tons of time they’d otherwise spend on hold with utility companies or doing boring paperwork.

We’re a hardworking and ambitious bunch with a super clear direction. We’ve recently received over £3m worth of funding, which puts us in a great position to achieve some amazing things in 2022.

You’d be working with friendly people who love to talk things out and get things sorted. Without politics. We’re well-connected and supportive, even growing our team during the pandemic.

We’re always looking to do things better. We innovate with technology, update our processes and review our products all the time to make sure they’re the best they can be.

We’re always aiming to make things the best they can be for our customers and our team, this is why we’ve been voted among the best FinTech companies in the UK, making it into the top 5 in the BusinessCloud 2021 rankings.

Role

The Partnerships team here at One Utility Bill work closely with our landlord and letting agent partners to provide a first-class service and ensure they are getting the best out of their relationship with OUB.

From acquisition to yearly renewals conversations, our dedicated team are with our partners every step of the way. This recently created position will see you providing support to our partners on every day queries such as billing, payments, platform technical support, complaint handling and much more.

You’ll also act as an internal port of call and an expert on our Notify and ubundle services for internal queries from our team.

Here are some of the key things you can expect in this role

  • You’ll be handling all inbound and outbound queries regarding ubundle packages and Notify notifications. These might come from our Letting Agent customers or from departments internally to investigate further.
  • You’ll be their first point of contact and will work alongside the B2C Customer Support Team and the Customer Success team to respond / resolve issues ASAP.

  • Keeping to KPIs and service level agreements is a big part of this role. You’ll need to maintain your own personal KPIs as well as being a team player to help the overall team achieve our targets.
  • Inbound queries can come in various forms - you’ll always be ready to receive calls, emails, live chats and customer support tickets and deal with them in a timely manner.
  • Customer service is super important to us here at One Utility Bill. If you don’t believe us, check out our reviews on Trustpilot.
  • Another key part of your job will be developing relationships with customers, building a great rapport and meeting SLAs and expectations.

  • Informing customers of installation appointment dates, payment collections, and other general package / commission related questions
  • Occasionally you’ll need to use your training and experience to handle complaint handling and resolve issues in an efficient way that leaves our partners happy and satisfied with their service.
  • Communication is very important to use here at OUB, updating our internal CRM accurately and ensuring detailed notes are made for every contact with a customer will mean other teams around the business are kept up to date every step of the way.
  • You’ll be responsible for checking leads ensuring that details passed on from our landlords and agencies are of high quality before they’re called by our Sales team.
  • You’ll have a proven track record of providing first class customer service. Ideally this would be within a B2B role but not essential.
  • With our growing reputation for amazing, next level customer service, it's important to us that you’re confident on the phone, with strong communication skills both verbally and in writing.
  • The gift of the gab, in other words.

  • You’re professional but friendly. The perfect recipe for great customer service! Building relationships comes easy to you whether that be with your team or with our partners.
  • Matter is one of our core values. The work we do here is important to us and makes a difference for our customers. We save them time, which is one of the most valuable things in the world.
  • Everything you do will make things better for One Utility Bill and our customers. You’ll feel good about the impact of your own work and passionate about providing excellent customer service

  • Another important core value for us is Own It . Using your fantastic organisation and time-management skills, you’ll be self-motivated and able to work independently to get things done when the situation requires it.
  • Using our bespoke systems will be a huge part of your role. The ability to pick up new CRM systems and learn on the go is a must.
  • We use Excel / Google Sheets so being familiar with these will be a great help too!

    What you’ll get from us

    A starting salary of £20,000 with a quarterly performance bonus. You will receive 25 days holiday each year (plus bank holidays) and the opportunity to buy or sell 5 days twice a year.

    There’s also a budget for team activities every month, a pension for your old age, the loveliest company culture in the North East.

    Plus oodles of opportunity to learn and develop your craft.

    Next steps

    Send in your CV. We also need a couple of paragraphs about why you’d make such a great addition to the team, and why you’re interested in One Utility Bill.

    If we like what we see, we will aim to get back to you as quickly as possible to arrange a quick phone call with a member of our People team.

    Following a successful phone interview, you may be invited into our office to meet the team face to face.

    You must have the right to work in the United Kingdom in order to apply for this position.

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