Job Description
Salary - £33,355.00
Work Type - Onsite
Job Location - North West
Role Type - Permanent
Employment Type - Full Time
Working Hours - 37.0 Hours 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.
Benefits
* 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
Job Purpose
We have fantastic opportunities for Customer Account Technicians to join us.
In this role, you’ll be the face of United Utilities in the field, delivering technical expertise directly to our customers. You’ll play a vital part in our water efficiency services by:
* Diagnosing customer water consumption issues
* Identifying and repairing leaks
* Supporting customers in reducing their per capita water usage
* Resolving billing and debt-related matters with empathy and professionalism
Your work will be key to achieving first-time resolution, enhancing customer satisfaction, and helping us build a more sustainable future.
Accountabilities & Responsibilities
* End to end management of customer issue resolution, from the initial appointment to final resolution, supported by the regional Technical Lead.
* To be the first point of contact for customer issue resolution and to ensure the delivery of excellent customer service.
* Responsible for ensuring Customer appointments are attended and issues resolved relating to:
* Water Efficiency audits consisting of customer side/internal property leak detection and installation of water efficiency product
* Internal leak identification and repair such as leaking toilet cisterns, dripping taps and showers
* Carry out meter maintenance and installation
* Supply checks – investigate high/low usage by confirming supply configuration arrangement
As well as the above accountabilities under certain circumstances the post holder will also be required to undertake the following:
* Update our meter reading system with correct asset information
* Liaison with internal and external stakeholders
* Train and support new staff and apprentices
* Escalate issues with customers or equipment appropriately to the Technical Lead
* Key performance indicators are met for each job type
* Ensure compliance with UUW Health and Safety policies and procedures at all times.
Technical Skills & Experience
* General awareness of the Water Industry and regulators
* Relevant experience of working in a field related customer service role
* Knowledge of metering, meter reading and customer supply systems
* Accurate numerical and written data capture and processing skills
* Oral communication, customer service and interpersonal skills
* Effective influencing and negotiation skills
* Prioritise workload in a fast-paced environment and ability to react quickly and work accurately
* Must be prepared to work outdoors in various weather conditions
Qualifications
* Level 1 External Plumbing Accreditation
* Full UK Driving Licence
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.