Customer Advisor

3 months ago

Whitehaven, United Kingdom United Utilities Full time

As a Customer Advisor (Billing) you will provide excellent service to our customers by taking ownership of their enquiry, dealing quickly and efficiently with their requirements and ensuring that they are completely satisfied with how we have dealt with their contact.

We are looking for people who have excellent communications skills, able to deal billing issues and have a friendly/positive personality. You will also need to be able to identify and use your own judgement on what support we are able to offer, using the payment plans, schemes, tariffs and service offerings (i.e. MyAccount/App) we have available to help.

**Job Accountabilities**:

- Have a passion and commitment to provide the highest levels of customer satisfaction at each customer contact
- To identify and implement process improvements to improve service to the customer and operational performance
- To work in partnership with operations employees at all levels of the organisation to ensure work activities are resolved to the satisfaction of the customer.
- Accurately record and process a variety of customer enquiries.
- Diagnose customer issues through detailed questioning and active listening.
- Investigate and interpret data held on a number of different systems.
- Manage customer expectations and set and agree timescales for actions to be performed.
- Promote products in line with marketing input.
- Conduct outbound calls following events and system unavailability.
- Review own performance statistics and take responsibility for personal development.
- Ability to be able to respond to and resolve written customer contacts.

**Knowledge and Skills**:

- Experience of working with customers, face to face, telephone or internal customers.
- Numerical reasoning
- Strong written and verbal skills
- Good listening skills.
- Able to work quickly and accurately in a pressurised environment

**Additional Information**:

- Working hours between 08:00-20:00 Monday to Friday and 08:00-16:00 on Saturday

**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**:10/08/23

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