Customer Service Advisor

Make a Real Difference Every Day

Join United Utilities as a Customer Service Advisor – Billing Team

Customer Service Advisor - Billing Team | Whitehaven £13.34/hr

Are You…

• A great communicator who thrives on helping others?
• Skilled at staying calm under pressure and solving problems?
• Looking for a role where you can grow, be supported, and make a real impact?

If so, this is your opportunity to join one of the UK’s most essential service providers!

Why United Utilities?

United Utilities delivers clean water and manages wastewater for 7 million customers across the North West. With over 5,000 employees, they’re committed to providing excellent service and building a team that reflects the diversity of the communities they serve.

About the Role

As a Customer Service Advisor in the Billing Department, you’ll be the first point of contact for customers—helping them understand their bills, resolve queries, and find the best payment options.

You’ll communicate via phone, email, web chat, and written correspondence, always aiming to deliver a smooth, friendly, and helpful experience.

What You’ll Be Doing

• Handle customer queries from start to finish
• Investigate billing issues and provide clear resolutions
• Discuss payment options and support customers in financial difficulty
• Handle complex back-office tasks such as splits and mergers, refunds, surface water queries, high measured bills, and new builds.
• Proactively follow up based on customer feedback and system alerts
• Escalate cases when needed to ensure the best outcome

What You’ll Bring

• A passion for customer service
• Excellent communication and negotiation skills
• Confidence using IT systems
• A calm, empathetic, and solution-focused approach
• Ability to prioritise, multitask, and stay organised

Working Hours & Rota Options

Full-time | 37 hours/week | 4-week rolling rota

Choose from two rota styles to suit your lifestyle:

Option 1 – Standard:

• Week 1: Mon–Fri 9–5
• Week 2: Mon–Fri 10–6 + Sat 8–4 (with a rest day)
• Week 3: Mon–Fri 12–8
• Week 4: Mon–Fri 8–4

Option 2 – Shorter Fridays & 2 Saturdays:

• Week 1: Mon–Thu 8–5, Fri 8–12
• Week 2: Mon–Fri 9–6 + Sat 10–2 (with a rest day)
• Week 3: Mon–Thu 9–6, Fri 9–1
• Week 4: Mon–Fri 11–8 + Sat 11–3 (with a rest day)

Full Training Provided

• 8 weeks of paid training
• Monday to Friday, 9am–5pm
• Supportive mentoring and buddying throughout

Ready to Apply?

If you’re ready to bring your skills to a role that truly matters, apply now with your most up-to-date CV. We can’t wait to hear from you!