Water & Wastewater Customer Experience 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

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.