Water & Wastewater Customer Experience Analyst

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

Benefits offered by this job

26 days annual leave

8 bank holidays

Pension up to 14% employer contrib.

Life cover

Performance bonus up to 7.5%

Healthcare plan

EVolve Car Scheme

Employee Assistance Plan

Discounts and deals

MyGym discounts

Best Doctors

Salary Finance

Wealth at Work courses

Enhanced parental leave

Job summary

United Utilities in the United Kingdom seeks a customer-focused professional to improve satisfaction across the water network. You will inform customers throughout their journey, from issue reporting to job completion.

The role emphasizes proactive issue identification, timely updates, and escalation handling. It is a permanent, full-time onsite position with a 37-hour work week, offering a competitive benefits package and career development.

Qualifications

• Customer-focused with strong communication skills and understanding of regulatory standards.
• Knowledge of CMEX process and INS systems is advantageous.
• Proficient with Microsoft Office and able to manage multiple information screens.

Responsibilities

• Reduce repeat contacts by proactively identifying issues causing calls and resolving them.
• Track and monitor work that falls into jeopardy and resolve it.
• Escalate issues when required following escalation matrix.
• Keep customers informed throughout their journey from issue reporting to completion.
• Make closure calls to ensure customer satisfaction and resolve dissatisfaction.
• Build a network of contacts to resolve issues and improve customer experience.
• Support CMEX/Process Improvement projects and customer service initiatives as needed.

Skills

Customer focus

Communication skills

Regulatory standards

CMEX process

INS knowledge

Data interpretation

Team player

Escalation procedures

Tools

Microsoft Office

Job description

United Utilities in the United Kingdom seeks a customer-focused professional to improve satisfaction across the water network. You will inform customers throughout their journey, from issue reporting to job completion.

The role emphasizes proactive issue identification, timely updates, and escalation handling. It is a permanent, full-time onsite position with a 37-hour work week, offering a competitive benefits package and career development.