Customer Advisor Advanced (Service Recovery)

UNITED UTILITIES GROUP PLC; England; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

26 days annual leave

Pension up to 14%

Up to 7.5% bonus scheme

Healthcare plan

EVolve Car Scheme

Employee Assistance Plan

Job summary

United Utilities Group PLC is seeking a Customer Advisor to join the Network Team within Service Recovery. You will manage a wide range of complex water and wastewater customer contacts through to completion, ensuring issues are resolved directly or with follow-on actions.

You will prevent repeat contacts by setting clear expectations and applying expert knowledge of end-to-end Water and Wastewater processes across letters, emails, and calls, while supporting cross-functional teams.

Qualifications

• Experience handling diverse customer contacts through multiple channels.
• Strong communication and problem-solving abilities in a customer-centric environment.
• Understanding of end-to-end Water and Wastewater processes and regulatory standards.
• GCSE level education with English and Maths proficiency.

Responsibilities

• Manage a wide variety of complex and emotive water and wastewater customer contacts to resolution.
• Set accurate customer expectations to prevent repeat contacts.
• Handle letters, emails and telephone inquiries with professional, timely responses.
• Coordinate Insurance Claim Forms and process upon receipt.
• Manage Mailbox and review field team requests to support operations.
• Collaborate with Waste Water Field Team to organise payments and follow-ups.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Education

GCSE English and Maths passes

Tools

WFM systems

Job description

Salary - £28,683
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.

• 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

We have a great opportunity for a Customer Advisor to join our Network Team within Service Recovery. 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.

• 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. These will be for both domestic and commercial customers. Communication will be by letter, email and telephone.
• 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.
• Send out Defective Fittings notices to customers who have a leak on their property
• Investigate insurance claims forms from customers who want to claim under £500
• Collate information from inspectors jobs and send these out to customers in a customer friendly format
• Send out Fat Oil and Grease letters to customers who are misusing the sewer network

• Knowledge of other departmental teams and working procedures within Water and Wastewater.
• Detailed knowledge of Water and Wastewater processes and regulatory customer service standards
• Clear understanding of business objectives and policies.
• 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.

• 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.