Application Deadline: 6 June 2025
Department: United Utilities
Location: Lingley Mere
Compensation: £19,048 / year
Description
You are a highly motivated and detail-oriented individual who is passionate about customers and resolving their issues quickly and accurately. You will be responsible for logging and handling customer expressions of dissatisfaction, including initial triage, right-first-time resolution, system logging, update capture, and customer closure.
You need to be confident when communicating with potentially unhappy customers daily. Using a friendly, empathetic approach, you will act as the champion of the customer, ensuring their needs are met and concerns addressed professionally. You will also collaborate with office and field teams to ensure customer issues are resolved effectively.
You will work with and support our new Customer Lead to provide excellent service from our Warrington-based office. Other duties may include replenishing and distributing customer literature, assisting with customer data and management information, working on campaigns and initiatives, and representing the customer in various activities.
Whatever you're doing, life will never be dull, and you'll have opportunities to make a positive difference for our customers.
Key Responsibilities
* Initial receipt and logging of complaints on the NWP systems.
* Triage calls to gather information and attempt resolution on first contact.
* Communicate with supervisors via email with complaint details and resolution expectations.
* Perform customer check-ins and provide updates.
* Close complaints with customers.
* Keep customers informed about ongoing issues and next steps.
* Handle damage hotline calls and facilitate resolutions efficiently.
* Replenish and print leaflets and drop cards.
* Support the design, delivery, and deployment of customer initiatives within NWP Connections.
* Assist with customer satisfaction survey investigations.
* Support customer data management, MI, and reporting.
* Enhance the customer profile within the contract through newsletters, learning sessions, incentives, posters, site visits, and training.
Experience and Qualifications
* A passion for delivering excellent customer service.
* Clear and concise communication skills, both verbally and in writing.
* Professional phone etiquette and ability to handle difficult conversations.
* Proficiency in Outlook, Word, Excel, PowerPoint, and accurate data entry skills.
* Ability to build rapport quickly and put customers at ease.
* Strong multitasking and organizational skills with attention to detail.
* Friendly, approachable, reliable, punctual, and dedicated.
* Previous customer service experience in an office or contact centre is essential; experience in the utility industry, especially water, is highly desirable.
Salary and Benefits
We offer a competitive salary based on experience along with a comprehensive benefits package.
Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, color, nationality, sex, sexual orientation, age, veteran status, disability, or any other protected characteristic.
We are Armed Forces-friendly and welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors, and military spouses/partners.
We respect your privacy and the security of your personal information. By applying, you agree to our privacy policy.
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