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Customer Service Representative

2 months ago

Whitehaven, Cumbria, United Kingdom Reed Talent Solutions Full time
Customer Service Advisor - Income

Reed Talent Solutions is partnering with United Utilities to find 10 skilled Customer Service Advisors to join their growing Income team at their Whitehaven Contact Centre.

Why work at United Utilities?

United Utilities offers a unique work environment with great facilities and a beautiful view overlooking the Whitehaven Harbour in the lovely Lake District. You'll have access to free parking, making it easy to get to work.

Role details:

  • Job title: Customer Service Advisor - Income
  • Location: Whitehaven Contact Centre
  • Contract: Temporary ongoing - Permanent
  • Hourly pay rate: £13.60 per hour
  • Working hours: 37 hours per week, 4-week shift pattern (operational hours 8am - 8pm)
  • Full training provided: Monday to Friday, 9am - 5pm
  • Start date: TBA
  • Recruitment process: Pre-screen with Reed, CV review by United Utilities, on-site interview with United Utilities, and a role play
  • Application deadline: TBA

Main responsibilities and focus:

You'll work closely with team leaders and experienced colleagues to provide high levels of customer satisfaction and service. Your key responsibilities will include:

  • Investigating customer queries through to resolution, including any impact on debt and cash
  • Collecting payments and agreeing realistic payment plans using effective negotiation techniques
  • Exploring options and methods of debt reduction with customers
  • Exploring options of payment methods with customers
  • Striving for telephone resolution first time
  • Escalating to team leaders where necessary
  • Answering customer queries using various contact methods

Skills, qualifications, and experience:

  • Ability to deal professionally with internal and external colleagues
  • 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
  • Ability to case manage and see through to resolution anomalies in billing