Customer Service Advisor

Job Description

Reed Talent Solutions are working with United Utilities on the search for 24 Customer Service Advisors to join their team in Whitehaven. 14 will join their Billing department and 10 will join their Income department.Why work at United Utilities in WhitehavenThe location offers great facilities and a beautiful view overlooking the Whitehaven Harbour. You can have your lunch on the beach during Summer, sounds great doesnt itOnsite you have access to free parking, so youll have no worries regarding public transport challenges.Who are United UtilitiesUnited Utilities, are proud to be an essential service provider to seven million customers across the North West. It is their job to bring three million households and 200,000 businesses clean, clear water and to take their waste-water away so the customerscan simply get on with their day. Currently 5,000 employees are key to achieving their ambitious vision and plans and all work together to provide a great service to the customers.Do you want to play your part in supporting the North West communityBillingThe purpose of this role is to deliver a high quality, helpful and friendly service to any one of their 7 million customers who may contact United Utilities with a request or query relating to their bill.Customers can speak to one of their friendly customer service agents using their preferred channel of choice, i.e phone, web-chat, email, or written correspondence.To be successful in this role you will need to be able to prioritise your workload, react quickly and work accurately. The role holder will perform the role with integrity, sensitivity and empathy.To be successful in this role you will need to be able to prioritise your workload, react quickly and work accurately. The role holder will perform the role with integrity, sensitivity and empathy.Role details for Billing:

• Job title: Customer Service Advisor - Billing
• Location: N Shore Rd, Whitehaven CA28 7XY
• Contract: Temp ongoing - Perm
• Hourly pay rate: £12.13 per hour
• Working hours: Between 16 to 37 hours per week, depending on the shift you select. Shifts between the hours of 8am - 8pm Mon Thu, 8am - 6pmFri, 8am - 4pm Sat
• Full training provided: Monday to Friday 9am - 5pm (full time) for 8 weeks
• Start date: 15th April 2024
• Recruitment process: pre-screen with Reed, CV review by United Utilities, on site interview with United Utilities and a role play.

Role details for Income:

• Job title: Customer Service Advisor - Income
• Location: N Shore Rd, Whitehaven CA28 7XY
• Contract: Temp ongoing - Perm
• Hourly pay rate: £12.89 per hour
• Working hours: 37h per week. 4 week shift pattern (operational hours 8am - 8pm). Week 1: 8am - 4pm, Week 2: 9am - 5pm, Week 3: 10am - 6pm, Week 4: 12pm - 8pm. 1 Saturday in every 4
• Full training provided: Monday to Friday 9am - 5pm (full time) for 8 weeks
• Start date: 22nd April, 2024
• Recruitment process: pre-screen with Reed, CV review by United Utilities, on site interview with United Utilities and a role play.

Main responsibilities for Billing:

• Provide the highest levels of customer satisfaction and service at each customer contact
• Own a customer contact from receipt through to resolution, ensuring promised actions are completed and the customer is kept up to date at all times
• Gathering customer data to ensure their records are complete
• Investigate a customer query to resolution and to their satisfaction
• Explore options of payment methods with customers
• Strive for telephone resolution
• Bump up accounts to Team Leaders where it doesn’t feel the right outcome for the customer
• Deal with more complex Back Office work i.e splits and mergers, refunds, surface water queries, high measured bill, new bills
• Proactively contact customers based on their interactions and feedback on automated systems

Main responsibilities for Income:

• Investigate a customer query through to resolution, including any impact on debt and cash, and to the customers satisfaction.
• You will be speaking directly to customers to collect payments and agree realistic payment plans using effective negotiation techniques. We are looking for people who have excellent communication skills and can ask the "right questions" to help the customersfinancial situation.
• You will explore options and methods of debt reduction with customers.
• You will explore options of payment methods with customers.
• You will strive for telephone resolution first time.
• If needed, escalate to team leaders where it doesnt feel it is the right outcome for the customer.
• You will be answering customer queries using a variety of contact methods, for example, phone, letters, emails and making outbound calls.