Wastewater Jeopardy Analyst

United Utilities; Warrington; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Healthcare plan

Pension scheme

Bonus scheme

Flexible benefits

Job summary

United Utilities in Warrington is seeking a customer-focused representative to improve satisfaction across the water and wastewater network. You will keep customers informed from issue reporting to job completion and work to reduce repeat contacts.

You will use INS and network process knowledge, manage multiple data displays in Microsoft Office, and follow escalation procedures. This permanent onsite role offers a generous benefits package and a 37-hour week.

Qualifications

• 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.

Responsibilities

• 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.
• Support other business critical activities such as CMEX/Process Improvement projects and customer service initiatives

Skills

Customer service

Regulatory standards

Integrated Network Systems

Microsoft Office

Team player

Escalation procedures

Tools

Microsoft Office

Job description

The Role

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.

What You'll Be Doing

• 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

What We're Looking For

• 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

What We Offer

• 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.