Customer Advisor Advanced (Metering Delivery)
We are hiring for the Customer Advisor Advanced (Metering Delivery) role at United Utilities.
Salary - £27,421.00
Work Type - Onsite
Job Location - Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP
Role Type - Permanent
Employment Type - Full Time
Working Hours - 37.0 Hours per Week
United Utilities’ 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 create sustainable long-term value for our colleagues, customers and communities. You will be part of a thriving FTSE 100 company with a range of core benefits.
Benefits
* A generous annual leave package of 26 days, increasing to 30 days after four years of service (plus 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 and recognition awards
* A comprehensive healthcare plan
* Wellbeing and discounts including gym memberships and digital subscriptions
* Best Doctors, Salary Finance, Wealth at Work courses, and other flexible benefits
* Enhanced parental leave schemes
Job Purpose
We have a great opportunity for a Customer Advisor Advanced (Planner) to join the Proactive Metering team. In this role you will deliver a high quality, helpful and friendly service to customers with requests or queries relating to Proactive Metering work.
Accountabilities & Responsibilities
* Provide the highest levels of customer satisfaction and service at each contact
* Own a customer/internal contact from receipt through to resolution, ensuring actions are completed and the customer is kept informed
* Gather customer data to ensure UU’s records are complete
* Investigate queries to resolution and customer satisfaction
* Aim for telephone resolution first time
* Escalate to Team Leaders where appropriate to improve outcomes
* Proactively contact customers based on interactions and feedback on UU’s systems
* Plan a schedule of works against household targets
* Monitor schedules, keep customers updated and plan any required follow-up work
* Build effective relationships with UU teams and partner operations
* Undertake ad-hoc projects as required by Metering Delivery
Technical Skills & Experience
* Excellent written and verbal communication skills
* Strong customer service and negotiation skills
* Attention to detail
* Experience with Microsoft Office
* Ability to interact professionally with colleagues across levels
* Self-motivated with the ability to manage own workload and meet deadlines
* Understand and adhere to regulatory rules for handling written and telephone contacts
* Team player with the ability to deliver high performance
* Ability to prioritise, react quickly and work accurately
* Demonstrates integrity, empathy and sensitivity
* Role may not be eligible for visa sponsorship
Qualifications
* Maths and English GCSE (Grade C/4 or above)
We rely on every employee to ensure our customers receive the best possible service. In return, we offer a rewarding salary and development opportunities that can launch a thriving career at UU.
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