Wastewater Jeopardy Analyst

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

To improve customer satisfaction across the water and wastewater network, by ensuring the customer is kept informed throughout their journey, from issue reporting to job completion.

• Reduce repeat contacts by proactively identifying issues that generate a customer call, and resolving the issue
• Track and monitor work that falls into jeopardy and resolve
• Escalate issues when required following escalation matrix
• Keeping customer informed throughout the customer journey
• Make closure call to customer to ensure customer satisfaction and resolve any dissatisfaction
• Build a network of contacts to resolve issues and improve the overall customer experience
• Required to support other business critical activities when required such as CMEX/Process Improvement projects and customer service initiatives

• Customer-focused with strong communication skills and a clear understanding of regulatory customer service standards and the CMEX process.
• In-depth knowledge of Integrated Network Systems (INS), Water and Wastewater Network processes, and associated service level agreements.
• Proficient in Microsoft Office and able to manage multiple information screens simultaneously while assimilating complex data quickly.
• Strong team player with the ability to prioritise workload, react swiftly, and maintain accuracy under pressure.
• Thorough understanding of escalation procedures within Water and Wastewater Networks.

This role may not be eligible for visa sponsorship

• 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

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 Week 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.

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.