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 Whitehaven site. You'll be part of our team based in our state of the art contact centre with great facilities with views overlooking the Whitehaven Harbour.
The role
You'll provide the highest levels of customer satisfaction and service to every customer, and own a customer contact from start to finish, ensuring actions are complete and the customer is kept up to date at all times. You'll also:
- Investigate a customer query through to resolution, including any impact on debt and cash, and to the customer's satisfaction.
- You will be speaking directly to customers to collect 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 explore options and methods of debt reduction with customers.
- You will explore options of payment methods with customers.
- You will strive for telephone resolution first time.
- If needed, escalate to team leaders where it doesn't feel it is the right outcome for the customer.
- You will be answering customer queries using a variety of contact methods, for example, phone, letters, emails and making outbound calls.
Key accountabilities
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:
- Negotiation skills
- 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
- Great customer service skills, with the ability to perform your role with integrity, sensitivity and empathy
- Ability to case manage and see through to resolution anomalies in billing
Customer Advisor Advanced (Income) in Whitehaven 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.
