Customer Advisor Advanced (Income) in Warrington

Job number UU04139 Country United Kingdom Region Cheshire West and Chester Location name Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP Posting End Date 09/12/2025 Band 6c Role Type Permanent Work hours 37 Hours per Week Salary £27,421

Salary – £27,421
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
• 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 great opportunities for Customer Advisor Advanced (Income) to join us!You will be speaking directly to customers to collect cash payments and agree realistic payment plans using effective negotiation techniques.

We are looking for people who have excellent communication skills, and can ask the “right questions” to help our customer’s financial situation. You will also need to be able to identify and use your own judgement on what support we are able to offer. Using the payment plans and schemes we have available to help, matching the right schemes to the customer.
To be successful in this role you will need to be able to prioritise your workload in a fast paced environment and be able to react quickly. You will need to ensure that the complex requirements of Domestic customers are responded to quickly and accurately, within agreed timescales. Integrity, sensitivity, empathy and assertiveness are all key competencies within this role.

Accountabilities & Responsibilities

• 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

Technical Skills & Experience

• Excellent communication skills – written and verbal
• Confident, assertive and proactive when dealing with customers and colleagues
• Tenacious, resilience 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
• Understand and work within regulatory rules for handling written and telephone contactsAbility to work as a team to deliver high performance
• This role may not be eligible for the visa sponsorship

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.