Wastewater Customer Experience Navigator

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%

Life cover

Healthcare plan

EVolve Car Scheme

Employee Assistance Plan

More Choices benefits

Job summary

UNITED UTILITIES GROUP PLC is hiring for a permanent, full-time customer service role based on site at Lingley Mere, Warrington. The position involves ensuring customers are informed throughout their journey, resolving issues proactively, and maintaining regulatory standards within the water and wastewater networks.

You will work 37 hours per week, with a comprehensive benefits package and a salary of £28,683.

Qualifications

• Customer-focused with strong communication skills and an understanding of regulatory customer service standards.
• In-depth knowledge of INS, Water and Wastewater Network processes and SLAs.
• Proficient in Microsoft Office and able to manage multiple information screens while interpreting complex data.

Responsibilities

• Reduce repeat contacts by proactively identifying issues that generate a customer call and resolving the issue.
• Track and monitor work in jeopardy and resolve.
• Escalate issues following the escalation matrix.
• Keep the customer informed throughout the journey and make closure calls as needed.
• Build a network of contacts to resolve issues and improve customer experience.
• Support CMEX/Process Improvement projects and customer service initiatives.

Skills

Customer focus

Communication skills

Regulatory knowledge

Data analysis

Team player

Prioritisation under pressure

Tools

Microsoft Office

Job description

UNITED UTILITIES GROUP PLC is hiring for a permanent, full-time customer service role based on site at Lingley Mere, Warrington. The position involves ensuring customers are informed throughout their journey, resolving issues proactively, and maintaining regulatory standards within the water and wastewater networks.

You will work 37 hours per week, with a comprehensive benefits package and a salary of £28,683.