Customer Advisor Advanced (Network Enquiries)

Salary - £27,421

Work Type - Onsite

Job Location - Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP

Role Type - Permanent

Employment Type - Full Time

Working Hours - 37.0 Hours per Week

United Utilities’ (UU) purpose is to deliver great water for a stronger, greener and healthier North West of England. We are committed to providing our services in a way that respects the environment, supports the economy, and benefits society.

We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves.

We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities. Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of.

We’ve got a lot to offer. You’ll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution.

Benefits

• A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
• A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
• Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
• A comprehensive healthcare plan through our company-funded scheme
• MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
• Best Doctors
• Salary Finance
• Wealth at Work courses
• Deals and discounts
• EVolve Car Scheme
• Employee Assistance Plan
• Mental health first aiders
• ShareBuy
• MORE Choices flexible benefits
• Enhanced parental leave schemes

Job Purpose

We have a great opportunity for a Customer Advisor to join our Network Team within Service Recovery. As a Customer Advisor Advanced, you will be required to manage a wide variety of complex and emotive, water and waste water customer contacts through to completion, resolving issues either directly or by arranging a follow on activity.

You will prevent the number of repeat and duplicated contacts by correctly setting customer expectations and demonstrating expert knowledge of end to end Water and Wastewater processes. You will be expected to handle contacts received through multiple channels including letters, emails and telephone enquiries but also support in other areas when required

Accountabilities & Responsibilities

• Determine UU responsibility for customer enquiries and flooding.
• Preventing Stage 1 complaints by following the correct course of action 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.
• Ensuring data is captured in line with regulatory needs (Reliable, Accurate, and Complete).
• To send out Insurance Claim Forms and process once returned.
• Mailbox Management – Managing requests that come in from Field Staff for both Clean and Wastewater.
• Ensuring Batch letter queues are monitored and letters produced.
• Liaise with the Waste Water Field Team in order to organise flooding payments.
• Sending Defective Fitting Notices out to customers.

Technical Skills & Experience

• Detailed knowledge of Water and Wastewater processes.
• Demonstrate knowledge of regulatory customer service standards.
• Knowledge of other departmental teams and working procedures within Water and Wastewater.
• A high degree of social skills for working in a customer orientated environment. Previous customer contact experience (face to face, phone, or internal customers).
• Ability to demonstrate a thorough knowledge and a high level of competence in the use of WFM systems.

• This role may not be eligible for the visa sponsorship

Qualifications

Essential Qualifications

• Educated to at least GCSE level (including ‘C' or above passes in English and Mathematics).

We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.