Customer Advance Advisor

United Utilities; Warrington; On-site; GBP 24,000 - 33,000; Full time

Benefits offered by this job

Free on-site parking

Free shuttle bus service

Modern office facilities

Job summary

United Utilities is seeking a customer-focused professional to join our Networks team in Warrington. You will be the first point of contact, handling complex queries and complaints with care while logging and tracking cases through internal systems.

You’ll maintain ownership from start to finish, delivering practical solutions in a fast-paced environment. You’ll need excellent communication, strong problem-solving skills, and resilience to handle sensitive conversations with empathy.

Qualifications

• Excellent communication with empathy and clarity in complex conversations.
• Strong problem-solving to identify root causes and resolve issues.
• Customer-focused mindset ensuring high satisfaction and ownership.
• Tech-savvy and organized to manage cases efficiently.
• Resilient and professional under pressure.

Responsibilities

• Deliver first-point-of-contact support and resolve queries with care.
• Handle high-volume calls and emails and prevent escalation.
• Discuss wastewater and clean water services clearly and practically.
• Log, track, and follow up on customer cases in internal systems.
• Take ownership from start to finish with timely updates.
• Identify recurring problems and suggest service improvements.
• Maintain calm professionalism in challenging situations.

Skills

Excellent communication

Problem-solving

Customer-centric

Tech-savvy

Resilience

Tools

Internal systems

Job description

Dive Into a Career That Makes a Splash – Join United Utilities.

Are you confident handling complex queries and taking ownership to find solutions? Would you enjoy turning challenging customer interactions into positive outcomes?

United Utilities delivers essential water services to homes and businesses across the Northwest and are looking for customer-focused and resilient professionals to join our Networks team in Warrington.

About the Role

We’re looking for a customer-focused professional to join our team as the first point of contact for our customers. In this role, you’ll handle complex queries and complaints with care and professionalism, manage intricate conversations around wastewater and clean water services, and take ownership of cases from start to finish. If you thrive in a fast-paced environment, have excellent communication skills, and are passionate about delivering outstanding service, we’d love to hear from you.

What You’ll Be Doing

• Deliver exceptional customer service as the first point of contact by resolving queries and complaints with professionalism and care
• Handle a high volume of calls and emails in a fast-paced environment, aiming to resolve complaints before they escalate
• Manage complex conversations around wastewater and clean water services, offering clear guidance and practical solutions
• Use internal systems to log, track, and follow up on customer cases accurately and efficiently
• Take ownership of customer issues from start to finish, ensuring timely updates and resolution
• Identify recurring problems and contribute to service improvements
• Maintain a calm and professional approach when dealing with challenging situations or customer dissatisfaction

What We’re Looking For

• Excellent Communication – Clearly conveys complex information and handles sensitive conversations with empathy and professionalism.
• Strong Problem-Solving – Quickly assesses issues, identifies root causes, and delivers effective, practical solutions.
• Customer-Centric Mindset – Prioritises customer satisfaction, takes full ownership of issues, and drives positive outcomes.
• Tech-Savvy & Organised – Confident using internal systems and tools to manage cases efficiently and accurately.
• Resilience & Professionalism – Maintains composure and a solution-focused attitude in high-pressure or emotionally charged situations.

What You Need to Know

• Hourly Rate- £ 14.87 PAYE, paid weekly one week in arrears
• Location: Lingley Mere Business Park, Great Sankey, Warrington, WA5 3LP (on site full-time)
• Assignment type: 12 month temporary contract through Reed Talent Solutions, as United Utilities trusted recruitment partner.

What Shifts Might You Have

• Training for 6 weeks, Monday-Friday 9am-5pm
• Once the training is complete, you'll embrace a dynamic work schedule that offers you the perfect blend of flexibility and stability.
• Shifts are between 7am-10pm Monday-Sunday (8-hour shifts across 5 days, 37-hour weeks)
• Saturday / Sunday shifts every other week
• Plenty of time to plan around working week (shifts patterns provided 6 weeks in advance)

What Are the Benefits of the Role

• Free on-site parking for all employees.
• Free shuttle bus service from Warrington Interchange for convenient commuting.
• Modern office facilities, including refreshments and working spaces.

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