Customer Service Advisor

5 days ago

Whitehaven, United Kingdom Reed Talent Solutions Full time

Reed Talent Solutions are working with United Utilities on the search for 12 Customer Service Advisors to join a growing billing team at their Whitehaven Contact Centre.

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.

Why join the billing team?

The customer service billing team perform exceptionally well in their favourable scores, given directly by their permanent employees and temporary workers. Out of 100, scores include an outstanding 98 for wellbeing, 97 for health & safety, 96 for equality diversity include and belonging, and 95 for customer focus. This is a team who will put you at the centre of their focus.

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.

Do you want to play your part in supporting the North-West community?

The purpose of this role is to deliver a high quality, helpful and friendly service to any one of their 7 million customers who may contact United Utilities with a request or query relating to their bills.

Customers can speak to one of their friendly customer service agents using their preferred channel of choice, i.e phone, web-chat, email, or written correspondence.

To be successful in this role you will need to be able to prioritise your workload, react quickly and work accurately. The role holder will perform the role with integrity, sensitivity and empathy.

Role details:

  • Job title: Customer Service Advisor - Billing

  • Location: N Shore Rd, Whitehaven CA287XY - Lake District

  • Contract: 12 month temporary assignment

  • Hourly pay rate: £12.77 per hour

  • Working hours: 16 - 32 hours per week.

  • Full training provided: first 2 weeks of training at 25 hour per week

  • Start date: 22nd July 2024

  • Application deadline: 3rd July 2024

  • Expected interview weeks with United Utilities: W/C 1st July 2024

What does your United Utilities roadmap look like?

1) You'll speak with Reed Talent Solutions regarding the role opportunity and we'll assess your suitability and interest in the role

2) You'll attend an onsite interview with United Utilities where you'll get the opportunity to express your capabilities via competency-based questions and a role play

3) If offered, you'll complete your pre-employment vetting to get you prepared to start your new role

4) You'll receive welcome call from your new Team Leader who will update you on what to expect when you start your new role, and you'll also be invited to visit the office again before your first day

5) You'll complete an informative and support training programme which includes buddying/mentoring

6) If you are performing well within your role, you'll become eligible after 12 weeks for a permanent contract with United Utilities - benefits for working for United Utilities permanently include physical, financial, and emotional wellbeing schemes, 26 days annual leave increasing to 30 days after 4 years, and the opportunity to achieve bonus

Main responsibilities:

  • Provide the highest levels of customer satisfaction and service at each customer contact

  • Own a customer contact from receipt through to resolution, ensuring promised actions are completed and the customer is kept up to date at all times

  • Gathering customer data to ensure their records are complete

  • Investigate a customer query to resolution and to their satisfaction

  • Explore options of payment methods with customers

  • Strive for telephone resolution

  • Bump up accounts to Team Leaders where it doesn’t feel the right outcome for the customer

  • Deal with more complex Back Office work i.e splits and mergers, refunds, surface water queries, high measured bill, new bills

  • Proactively contact customers based on their interactions and feedback on automated systems

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

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