Income Advisor

Job Title: Income/Customer Service Advisor

Company: Reed Talent Solutions

Reed Talent Solutions is partnering with United Utilities to hire an Income/Customer Service Advisor for a six-month contract at the modern Whitehaven contact centre. As part of the team, you will ensure top-notch customer service, managing customer contacts from initiation to completion, keeping them informed throughout the process.

Role Information

• 6-month contract with possibility of extension
• Hourly rate of £13.60
• Location - Whitehaven

Shift Breakdown

• 6-week training period with Monday to Friday 9-5 working hours
• Following training, work hours on a 37.5 hours per week schedule, typically 8am-4pm or 9am-5pm, with one week in four ending shifts at 8pm and working one Saturday in four

Key Responsibilities

• Handle customer queries through to resolution, including financial impacts, debt management, and ensuring customer satisfaction
• Engage customers for payment collections and negotiate reasonable payment plans
• Communicate effectively with customers to understand their financial situations
• Provide options for debt reduction and payment methods
• Aim for first contact resolution over the phone
• Escalate complex cases to team leaders when required
• Respond to customer inquiries via various channels such as phone, email, and letters

Essential Criteria

• Strong negotiation skills
• Attention to detail
• Proficiency in Microsoft Office tools
• Ability to interact professionally with colleagues at all levels
• Manage workload independently and meet deadlines
• Adhere to regulatory guidelines for written and verbal communications
• Work collaboratively to achieve objectives
• Demonstrate excellent customer service with integrity and empathy
• Capable of managing and resolving billing discrepancies