Customer Advisor Advanced (Income) Whitehaven, England
Job description
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.
We have exciting opportunities for Customer Advisor Advanced (Income) 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, including a restaurant with great views overlooking the Whitehaven Harbour.
Job Accountabilities
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.
- 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.
- Answering customer queries using a variety of contact methods, for example, phone, letters, emails and making outbound calls.
Knowledge and Skills
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.
We need fantastic people to enable us to deliver a great service to the public. We are committed to reaching and recruiting from every community and then supporting employees to achieve their full potential ensuring they feel valued and included, regardless of their gender, age, race, disability, sexual orientation or social background.
If you are offered a job with us, a number of pre-employment checks need to be carried out before your appointment can be confirmed. Any offer of employment with United Utilities will be subject to a satisfactory checking report from the Disclosure Scotland / the Disclosure and Barring Service
Closing Date: 22/03/23
