The role
The purpose of this role is to deliver a high quality, helpful and friendly service to any one of our 7 million customers who may contact United Utilities with a request or query relating to their bill.
Customers can speak to one of our friendly customer service agents using their preferred channel of choice, i.e phone, webchat, email, or written correspondence.
To be successful in this role you will need to be able to prioritise your workload, react quickly and work accurately. The role holder will perform the role with integrity, sensitivity and empathy.
Key accountabilities
- Provide the highest levels of customer satisfaction and service at each customer contact
- 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
- Gathering customer data to ensure our records are complete
- Investigate a customer query to resolution and to their satisfaction
- Explore options of payment methods with customers
- Strive for telephone resolution
- Bump up accounts to Team Leaders where it doesn’t feel the right outcome for the customer
Skills & experience
- Excellent communication skills – written and verbal
- Great customer service skills
- Negotiation skills
- Demonstrates high levels of attention to detail
- 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 (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.
