About us
At United Utilities, we're proud to be an essential service provider to our seven million customers across the North West. It is our job to bring three million households and 200,000 businesses clean, clear water and to take their wastewater away so our customers can simply get on with their day.
Our 5,000 employees are key to achieving our ambitious vision and plans and we all work together to provide a great service to our customers.
We have exciting opportunities for Customer Advisor Advanced to join our team at our Warrington site. You'll be part of our team based in our state of the art contact centre with great facilities.
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 case management of billing issues and will involve the case management of customer billing exceptions, applying policy and procedure to ensure that the right outcome for the customer and UU is achieved.
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
- Investigate a customer query to resolution and collect the cash
- Adapt approach to cash collection depending on customers point in collection cycle
Skills & experience
To be considered for this role you will be qualified to Maths and English GCSE (Grade C/ 4 and above). As well as this, you will demonstrate:
- Excellent communication skills – written and verbal
- Confident, assertive and proactive when dealing with customers and colleagues
- 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
- Understand and work within regulatory rules for handling written and telephone contacts
- Ability to work as a team to deliver high performance
Customer Advisor Advanced (Billing) 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.
