Customer Service Advisor

Reed Talent Solutions are working with United Utilities on the search for 10 Advanced Customer Service Advisors to join a growing Income team at their Whitehaven Contact Centre.

Why work at United Utilities in Whitehaven?

The location offers great facilities and a beautiful view overlooking the Whitehaven Harbour in the lovely Lake District. You can have your lunch on the beach during Summer, sounds great doesn't it?

Onsite you have access to free parking, so you'll have no worries regarding public transport challenges.

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 - Income

• Location: N Shore Rd, Whitehaven CA28 7XY - Lake District

• Contract: Temp ongoing - Perm

• Hourly pay rate: £13.60 per hour

• Working hours: 37h per week. 4 week shift pattern (operational hours 8am - 8pm). Week 1: 8am - 4pm, Week 2: 9am - 5pm , Week 3: 10am - 6pm, Week 4: 12pm - 8pm. 1 Saturday in every 4 (between 8am - 4pm. between the hours of 8am - 8pm Mon Thu, 8am - 6pmFri, 8am - 4pm Sat

• Full training provided: Monday to Friday 9am - 5pm

• Start date: 10th June 2024

• Recruitment process: pre-screen with Reed, CV review by United Utilities, on site interview with United Utilities and a role play

• Application deadline: 22nd May 2024

Main responsibilities and focus:

From day one you will be provided with structured training programme and you'll work closely with team leaders and more experienced colleagues to provide the highest levels of customer satisfaction and service to every customer. Working as part of a busy team, you'll need to ensure that the requirements of the customers are responded to quickly and accurately, within agreed timescales. The role requires end to end problem solving and case management of billing issues and will involve the case management of customer billing exceptions, applying policy and procedure to ensure that the right outcome for the customer and UU is achieved. 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 the 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.

Skills, qualifications and experience:

• 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

• Ability to case manage and see through to resolution anomalies in billing

Application deadline for this role is 22nd May 2024