Customer Advisor Advanced

2 weeks ago

Whitehaven, United Kingdom United Utilities Full time

We have exciting opportunities for customer advisor advanced to join our team at our Whitehaven site. You'll be part of our team based in our state of the art contact centre with great facilities and views overlooking the Whitehaven Harbour.

We're proud to be an essential service provider to our seven million customers across the North West. It is our job to bring three million households and 200,000 businesses clean, clear water and to take their wastewater away so our customers can simply get on with their day. Our 5,000 employees are key to achieving our ambitious vision and plans and we all work together to provide a great service to our customers.

**Job Accountabilities**:
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.
- 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 our customer's financial situation.
- You will explore options and methods of debt reduction with customers.
- You will explore options of payment methods with customers.
- 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.

**Knowledge and Skills**:

- Maths and English GCSE (Grade C/ 4 and above)
- Negotiation skills
- High levels of attention to detail
- 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
- Great customer service skills, with the ability to perform your role with integrity, sensitivity and empathy
- Ability to case manage and see through to resolution anomalies in billing

**We need fantastic people to enable us to deliver a great service to the public. We are committed to reaching and recruiting from every community and then supporting employees to achieve their full potential ensuring they feel valued and included, regardless of their gender, age, race, disability, sexual orientation or social background.**

**Closing Date**:31/08/23

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