The role
To deliver a high quality, end to end service for billing integrity and billing query resolution. The role requires end to end problem solving and the case management of high measured billing issues. This will involve delivery of the burst allowance process, applying policy and procedure to ensure that the right outcome for the customer and UU is achieved.
This is a full time fully flexible role joining a fast paced ever changing environment as we tackle leakage across the north west and align our strategies with the next amp.
Key accountabilities
- Provide the highest levels of customer satisfaction and service at each customer contact, regardless of source
- Own a customer contact from receipt through to resolution, ensuring promised actions are completed and the customer is kept up to date at all times. Striving for “one and done”
- Accurately update the billing system with all relevant info and within agreed SLA
- Any customer living in vulnerable circumstances should be offered to register for our free Priority Services scheme, plus ask for their consent for us to share their Priority Services’ data with Electricity North West To speak directly to customers to collect cash payments and agree realistic payment plans using effective negotiation techniques.
- Identify and use judgement on what support UU are able to offer, using the payment plans and schemes available to help, matching the right schemes to the customer.
- Investigate a customer query to resolution and collect the cash
- Adapt approach to cash collection depending on customers point in collection cycle
- Prioritise workload in a fast paced environment and ability to react quickly.
- Ensure that the complex requirements of Domestic customers are responded to quickly and accurately, within agreed timescales.
Skills & experience
- Communication skills – written and verbal
- Customer service skills and Negotiation skills
- Working experience of Microsoft Office applications
- Ability to deal professionally with internal and external colleagues across all levels
- Manage own workload and work under own initiative and to strict deadlines
- Ability to work as a team to deliver high performance
- Integrity, sensitivity, empathy and assertiveness skills
Customer Advisor Advanced in Warrington employer: United Utilities
United Utilities is an exceptional employer, offering a dynamic work environment where commercial professionals can thrive while contributing to vital infrastructure projects that benefit communities across the North West. With competitive salaries, flexible working arrangements, and robust career development opportunities, we empower our employees to grow and make a meaningful impact in their roles. Join us to be part of a purpose-driven organisation that values innovation and collaboration.
