At a Glance
- Tasks: Manage customer contacts and resolve water-related issues with empathy and expertise.
- Company: Join United Utilities, a leading FTSE 100 company committed to sustainability.
- Benefits: Enjoy 26 days annual leave, competitive pension, and wellness discounts.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in customers' lives while building a rewarding career.
- Qualifications: GCSEs in English and Maths, plus previous customer service experience.
The predicted salary is between 40500 - 49500 £ per year.
- Salary
- £28,683
- Work Type
- Onsite
- Job Location
- Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP
- Role Type
- Permanent
- Employment Type
- Full Time
- Working Hours
- 37.0 Hours per Week
United Utilities' (UU) purpose is to deliver great water for a stronger, greener and healthier North West of England.
We are committed to providing our services in a way that respects the environment, supports the economy, and benefits society.
We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves.
We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities.
Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of.
We've got a lot to offer. You'll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution.
- A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
- A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
- Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
- A comprehensive healthcare plan through our company-funded scheme
- My Gym Discounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
- Best Doctors
- Salary Finance
- Wealth at Work courses
- Deals and discounts
- EVolve Car Scheme
- Employee Assistance Plan
- Mental health first aiders
- Share Buy
- MORE Choices flexible benefits
- Enhanced parental leave schemes
We have a great opportunity for a Customer Advisor to join our Network Team within Service Recovery.
You will be required to manage a wide variety of complex and emotive, water and waste water customer contacts through to completion, resolving issues either directly or by arranging a follow on activity.
You will prevent the number of repeat and duplicated contacts by correctly setting customer expectations and demonstrating expert knowledge of end to end Water and Wastewater processes.
You will be expected to handle contacts received through multiple channels including letters, emails and telephone enquiries but also support in other areas when required.
- Preventing Stage 1 complaints by following the correct course of action analysing relevant information provided through effective questioning of the customer and the use of the tools available to you e. g.
U-search, Guided Help and following agreed processes.
These will be for both domestic and commercial customers.
Communication will be by letter, email and telephone.
- To send out Insurance Claim Forms and process once returned.
- Mailbox Management - Managing requests that come in from Field Staff for both Clean and Wastewater.
- Ensuring Batch letter queues are monitored and letters produced.
- Liaise with the Waste Water Field Team in order to organise flooding payments.
- Send out Defective Fittings notices to customers who have a leak on their property
- Investigate insurance claims forms from customers who want to claim under £500
- Collate information from inspectors jobs and send these out to customers in a customer friendly format
- Send out Fat Oil and Grease letters to customers who are misusing the sewer network
- Knowledge of other departmental teams and working procedures within Water and Wastewater.
- Detailed knowledge of Water and Wastewater processes and regulatory customer service standards
- Clear understanding of business objectives and policies.
- A high degree of social skills for working in a customer orientated environment.
- Previous customer contact experience (face to face, phone, or internal customers).
- Ability to demonstrate a thorough knowledge and a high level of competence in the use of WFM systems.
- Educated to at least GCSE level (including 'C' or above passes in English and Mathematics).
We rely on every employee to ensure our customers receive the best possible service, day in, day out.
In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.
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Customer Advisor Advanced (Service Recovery) in England employer: UNITED UTILITIES GROUP PLC
United Utilities is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee growth and well-being. With a competitive salary, generous annual leave, and a comprehensive benefits package, including a robust pension scheme and wellness initiatives, employees are valued and encouraged to thrive in their roles. Located in Great Sankey, Warrington, you will be part of a forward-thinking FTSE 100 company dedicated to delivering sustainable water services while fostering a diverse and innovative workplace.
Contact Details:
UNITED UTILITIES GROUP PLC Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Advisor Advanced (Service Recovery) in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UNITED UTILITIES GROUP PLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like UNITED UTILITIES GROUP PLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Advisor Advanced (Service Recovery) in England
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to UNITED UTILITIES GROUP PLC:Your cover letter is your chance to shine! Tell us why you want to work at UNITED UTILITIES GROUP PLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at UNITED UTILITIES GROUP PLC!
How to prepare for a job interview at UNITED UTILITIES GROUP PLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
