Call Handler

Reed Talent Solutions are working with United Utilities on the search for 10 x Customer Service Advisor's to join a growing Income team in their Warrington Contact Centre.

Location: Lingley Mere Business Park, Great Sankey, Warrington
Contract: Temp ongoing - Perm
Hourly Pay Rate: £14.21 per hour
Working Hours: 4 week rolling rota

Week 1: Monday - Friday 8am - 4pm.

Week 2: Mon - Fri 9-5

Week 3 Mon-Thu 12-8pm, then Fri 10-6

Week 4: Mon-Fri 10-6 + Sat 10-4 (rest day flexible during the week)

Start Date: 07/07/2025

Training: Full training provided, Monday to Friday 9am - 5pm for your first 4 weeks.

Why Work at United Utilities in Warrington?

You will be based at the stunning head office in Lingley Mere Business Park, Great Sankey, Warrington, where you'll have access to a range of fantastic facilities, including free parking, an on-site gym to keep you motivated, and a delightful restaurant and coffee shop to fuel your passion.

Unities Utilities believe in the power of diversity, and they're excited to welcome candidates from all backgrounds. The goal is to build a team that reflects the richness of the diverse customer base.

About United Utilities

United Utilities is proud to serve seven million customers across the North West, providing clean, clear water to three million households and 200,000 businesses, and managing their waste-water. With 5,000 employees, we are committed to delivering excellent service and achieving our ambitious vision.

Role Details

As a Customer Service Advisor in our Income team, you will receive structured training from day one and work closely with team leaders and experienced colleagues. Your main responsibilities will include:

• Providing high levels of customer satisfaction and service.
• Managing customer billing issues from start to finish.
• Investigating customer queries and resolving them to the customer's satisfaction.
• Collecting payments and agreeing realistic payment plans using effective negotiation techniques.
• Exploring debt reduction and payment method options with customers.
• Striving for first-time telephone resolution.
• Escalating issues to team leaders when necessary.
• Answering customer queries via phone, letters, emails, and making outbound calls.

Skills, Qualifications, and Experience

• Professional interaction with internal and external colleagues at all levels.
• Ability to manage your own workload and work under your own initiative to meet strict deadlines.
• Understanding and adhering to regulatory rules for handling written and telephone contacts.
• Teamwork skills to deliver high performance.
• Ability to case manage and resolve billing anomalies.

Recruitment Process

• Pre-screen with Reed Talent Solutions.
• CV review by United Utilities.
• Onsite interview with United Utilities, including a role play.

If you're interested in finding out more, please apply with an up to date copy of your CV and a member of the team will be in touch!