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Customer Advisor Advanced (Income) / External Candidate Portal

Posted 23 Mar 2024
Work experience
0 to 2 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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Job Purpose

We have a fantastic opportunity for Customer Advisor Advanced roles in our Income team. These new roles are very important to the business as it will be your responsibility to locate and verify customers to ensure we issue them with a correct and accurate bill. You will also be responsible for speaking directly with customers to resolve leaks, meter and consumption issues.

We are looking for people who have excellent communication skills in order to take ownership of customers' accounts and build a good rapport. You will be required to use your own judgement, make informed decisions for the benefit of the business and the customer. You will be answering customer queries using a variety of methods; letter, email or telephone. To be successful in this role, you will need to be able to prioritise your workload in a fast paced environment and be able to react quickly. You will need to ensure that the complex requirements of Domestic customers are responded to quickly and accurately, within agreed timescales.

Job Accountabilities

  • Provide the highest levels of customer satisfaction and service at each customer contact.
  • Own a customer contact (via multiple channels) from receipt through to resolution, ensuring that promised actions are completed and the customer is kept up-to-date at all times.
  • Accurately update the billing system within the agreed service levels.
  • To investigate a customer's query to resolution and facilitate cash collection.

Knowledge and Skills

  • Excellent communication skills – both written and verbal.
  • Be confident, assertive and proactive when dealing with customers and colleagues.
  • Great customer service skills.
  • Negotiation skills.
  • Attention to detail and high degree of numerical accuracy.
  • Working experience of Microsoft Office applications.
  • Ability to deal professionally with internal and external colleagues across all levels.
  • Able to manage own workload and work on own initiative to strict deadlines.
  • Ability to work as a team to deliver high performance.

Desirable Criteria

  • Experience in the use of key operational systems (Debt Manager, ALTO, PhixFlow).
  • Experience of dealing with commercial companies / businesses.
  • Good understanding of Sales & Billing Policies and Processes.

United Utilities provides water and wastewater services to around seven million people in the North West of England supplying 3million households and 200,000 business premises. We manage the catchment land around our reservoirs to safeguard the quality of the raw water we collect and store.
We then treat and deliver it to our customer's taps - nearly 2,000 million litres a…


United Utilities provides water and wastewater services to around seven million people in the North West of England supplying 3million households and 200,000 business premises. We manage the catchment land around our reservoirs to safeguard the quality of the raw water we collect and store.

We then treat and deliver it to our customer's taps - nearly 2,000 million litres a day

We also collect wastewater from our customers and surface water from roads and highways, treat it at our wastewater treatment works before returning it back safely to the environment.

Water Processing
Chorley
5,001 employees