Customer Service Advisor - Billing

Are you passionate about making a positive impact on people’s lives?

Do you excel in communication and negotiation?

If so, we have the perfect role for you!

Reed Talent Solutions are working with United Utilities on the search for 20 Customer ServiceAdvisor's to join a growing Billing team at their Lingley Mere Business Park.

Why work at United Utilities in Warrington?

Be based at the stunning head office in Lingley Mere Business Park, Great Sankey, Warrington, where you'll have access to a range of fantastic facilities, including free parking, an on-site gym to keep you motivated, and a delightful restaurant and coffee shop to fuel your passion.

Unities Utilities believe in the power of diversity, and they're excited to welcome candidates from all backgrounds. The goal is to build a team that reflects the richness of the diverse customer base.

Who are United Utilities?

United Utilities, are proud to be an essential service provider to seven million customers across the North West. It is their job to bring three million households and 200,000 businesses clean, clear water and to take their waste-water away so the customers can simply get on with their day. Currently 5,000 employees are key to achieving their ambitious vision and plans and all work together to provide a great service to the customers.

Role Details:

• Job Title: Customer Service Advisor - Billing
• Location: Lingley Mere Business Park, Great Sankey, Warrington, WA5 3LP
• Contract: 12-month temporary assignment with potential to become permanent
• Hourly Pay Rate: £12.77 per hour
• Start Date: 10th February 2025
• Training: Full training provided, Monday to Friday, 9am - 5pm for 8 weeks
• Working Hours: 4-week rolling rota, 37 hours per week

Role Responsibilities:

We are seeking enthusiastic individuals to provide friendly customer service through various channels, including phone, web-chat, email, or written correspondence. To succeed in this role, you must prioritise your workload, react quickly, and work accurately, all while maintaining integrity, sensitivity, and empathy.

• Deliver the highest levels of customer satisfaction and service at each interaction.
• Manage customer contacts from receipt to resolution, ensuring all promised actions are completed and customers are kept informed.
• Gather customer data to ensure records are complete.
• Investigate and resolve customer queries to their satisfaction.
• Discuss payment method options with customers.
• Aim for telephone resolution.
• Escalate accounts to Team Leaders when necessary to ensure the best outcome for the customer.
• Handle complex back-office tasks such as splits and mergers, refunds, surface water queries, high measured bills, and new builds.
• Proactively contact customers based on their interactions and feedback on automated systems.

Rota Option 1 - Standard:

• Week 1: Mon - Fri 9-5
• Week 2: Mon - Fri 10-6 + Sat 8-4 (including rest day)
• Week 3: Mon - Fri 12-8
• Week 4: Mon - Fri 8-4

Rota Option 2 - Shorter Fri & Sat:

• Week 1: Mon - Thu 8-5, Fri 8-12
• Week 2: Mon - Fri 9-6 + Sat 10-2 (including rest day)
• Week 3: Mon - Thu 9-6, Fri 9-1
• Week 4: Mon - Fri 11-8 + Sat 11-3 (including rest day)

If you have the experience detailed above and are interested in this opportunity, please apply for the role with an updated version of your CV.

Thank you for considering this opportunity. We look forward to reviewing your application.