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- Tasks: Manage complex customer enquiries about water and wastewater, resolving issues efficiently.
- Company: Join United Utilities, a leading FTSE 100 company dedicated to sustainable water services.
- Benefits: Enjoy 26 days annual leave, a competitive pension, performance bonuses, and wellness discounts.
- Why this job: Be part of a supportive team that values diversity and innovation while making a positive impact.
- Qualifications: GCSEs in English and Maths required; customer service experience is a plus.
- Other info: This is a full-time, entry-level role based in Warrington.
The predicted salary is between 28800 - 43200 £ per year.
Customer Advisor Advanced (Network Enquiries)
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Customer Advisor Advanced (Network Enquiries)
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Join to apply for the Customer Advisor Advanced (Network Enquiries) role at United Utilities
Job Location – Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP
Role Type – Permanent
Employment Type – Full Time
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
- MyGymDiscounts – 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
- ShareBuy
- Enhanced parental leave schemes
Job Purpose
We have a great opportunity for a Customer Advisor to join our Network Team within Service Recovery. As a Customer Advisor Advanced, 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
Accountabilities & Responsibilities
- Determine UU responsibility for customer enquiries and flooding.
- 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.
- Ensuring data is captured in line with regulatory needs (Reliable, Accurate, and Complete).
- 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.
- Sending Defective Fitting Notices out to customers.
Technical Skills & Experience
- Detailed knowledge of Water and Wastewater processes.
- Demonstrate knowledge of regulatory customer service standards.
- Knowledge of other departmental teams and working procedures within Water and Wastewater.
- 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.
- This role may not be eligible for the visa sponsorship
Qualifications
Essential Qualifications
- 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.
Seniority level
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Seniority level
Entry level
Employment type
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Employment type
Full-time
Job function
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Job function
Customer Service
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Industries
Utilities
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Customer Advisor Advanced (Network Enquiries) employer: United Utilities
Contact Detail:
United Utilities Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Advisor Advanced (Network Enquiries)
✨Tip Number 1
Familiarise yourself with the Water and Wastewater processes. Understanding these systems will not only help you answer customer queries effectively but also demonstrate your commitment to the role during any discussions.
✨Tip Number 2
Brush up on your customer service skills, especially in handling complex and emotive situations. Practice active listening and empathy, as these are crucial for resolving customer issues and preventing complaints.
✨Tip Number 3
Network with current or former employees of United Utilities. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when discussing your fit for the role.
✨Tip Number 4
Prepare to discuss how you would manage multiple channels of communication, such as emails and phone calls. Being able to articulate your strategies for effective communication will set you apart from other candidates.
We think you need these skills to ace Customer Advisor Advanced (Network Enquiries)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Advisor Advanced position. Tailor your application to highlight relevant experience in customer service and knowledge of water and wastewater processes.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous customer contact experience, especially in a similar environment. Use specific examples to demonstrate your ability to handle complex enquiries and resolve issues effectively.
Showcase Your Skills: Make sure to mention your technical skills, particularly your familiarity with WFM systems and regulatory customer service standards. This will show that you are well-prepared for the role and can hit the ground running.
Craft a Compelling Cover Letter: Write a personalised cover letter that reflects your enthusiasm for the role and the company. Mention how your values align with United Utilities' commitment to diversity, inclusion, and sustainability, and express your desire to contribute to their mission.
How to prepare for a job interview at United Utilities
✨Know Your Water and Wastewater Processes
Familiarise yourself with the key processes related to water and wastewater management. Understanding these will not only help you answer technical questions but also demonstrate your commitment to the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled customer enquiries or resolved complaints. Highlight your ability to empathise and communicate effectively, as this is crucial for a Customer Advisor.
✨Understand Regulatory Standards
Research the regulatory standards that govern customer service in the utilities sector. Being knowledgeable about these standards will show that you are serious about compliance and quality service.
✨Practice Effective Questioning Techniques
During the interview, be ready to demonstrate how you would ask the right questions to gather information from customers. This skill is essential for determining responsibilities and preventing complaints.
