Customer Incident Advisor

6 months ago

Warrington, United Kingdom United Utilities Full time

The Customer Incident Advisor will be part of the Customer incident team, supporting the business in managing and executing customer communication as a part of a demand reduction strategy. The role will be responsible in supporting the Customer Incident Manager to ensure effective management of events and incidents.

The role holder will be part of implementing the company's content strategy, creating relevant and timely content, messaging and post event analysis to measure communication channel effectiveness.

**Job Accountabilities**:

- To analyse information provided by network and wholesale teams in order to understand customer impact and select the correct communication message or method needed.
- To provide Priority Service customers with an elevated service during these events including regular telephone contact.
- The coordination of alternative supplies to customers including bottled water.
- To personally manage a wide variety of complex and sensitive, water and waste water customer contacts through to completion for UUs Priority Service customers, resolving issues either directly or by arranging a follow on activity.
- Create relevant content to reach our customers with relevant and up to date information about issues raised, working with the marketing team to do so.
- To case own customer queries and complaints received via multiple platforms.
- To use knowledge and understanding of business area to resolve customer queries through multiple channels.
- Highlight escalating risks to the company's reputation. Escalate threats and issues to corporate affairs.
- Prevent the number of repeat and duplicated contacts by correctly setting customer expectations and demonstrating expert knowledge of the end to end Water and Wastewater processes.
- The role may be required to attend incident meetings and provide up to date and accurate updates to the wider business relating to an event or incident.
- The role reports directly to a Customer Operations Lead.
- The team forms part of a wider team within the Integrated Control Centre
- The role will have no direct reports or budget management.
- The role holder will need to have the ability to manage and resolve escalated calls
- The role will be expected to handle a percentage of the average yearly call volume of 450,000 calls.
- The role is required to form part of a high performing team in a busy reactive environment with operational incidents occurring 365 days per year 24 hours a day.
- The role will be required to cover the hours of 7am - 10pm on a shift rota, and will be required to form part of a stand by rota offering response to incidents 365 24/7.
- Determine UU responsibility following correct course of action by analysing relevant information provided through effective questioning of the customer and the use of the tools available to you e.g. U-search, guided help and following agreed processes.
- Deliver customer service on a day to day basis, by keeping our media channels updated to ensure timely and engaging delivery of customer service requirements addressing negative/positive exposure quickly.
- Managing all steps in the complaints /escalations process from receipt and vetting through to reply and resolution.
- Responsible for sourcing data of affected customers in events and incidents.
- Communicating regular updates to customers via multiple channels.
- Ensuring proactive communication is timely and accurate.
- Produce and provide post event lessons learnt.
- Writing briefings for advisors to ensure consistent messaging is delivered to customer facing staff in line with customer messages.
- Ensuring data is captured in line with regulatory needs (Reliable, Accurate, Complete).

**Knowledge and Skills**:

- Detailed knowledge of Water and Wastewater processes.
- Flexibility - 24/7 operation, therefore the ability to cover a wide variety of shifts, the ability to cover an on call rota is essential.
- Demonstrate knowledge of regulatory customer service standards.
- Sound knowledge of other departmental teams and working procedures within Water and Wastewater.
- Clear understanding of business objectives and policies.
- Sound knowledge of escalation process
- internal and field.
- Ability to analyse complex issues and develop appropriate solutions using own initiative.
- Attention to detail.
- Ability to make decisions and work unsupervised.
- Understanding how to handle a wide variety of situations with confidence, assurance and empathy.
- Strong customer service and interpersonal skills
- Good listening, questioning skills and communication skills.
- Displays ability to effectively communicate information in written format, being able to write posts, skilfully and quickly whilst structuring text for easy reading online, ensuring there are no misspellings or grammatical errors.
- Articulate, clear tone.
- Able to quickly build rapport.
- Ability to organise and prioritise own workloads.
- Able to attend incident meetings and articulate infor

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