Customer Service Advisor

Reed Talent Solutions are working with United Utilities on the search for Customer Service Advisors to join a growing billing team at their Whitehaven site.

Who are United Utilities?

United 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 customers can 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.

Why join the billing team?

The customer service billing team perform exceptionally well in their favourable scores, given directly by their permanent employees and temporary workers. Out of 100, scores include an outstanding 98 for wellbeing, 97 for health & safety, 96 for equality diversity include and belonging, and 95 for customer focus. This is a team who will put you at the centre of their focus.

Do you want to play your part in supporting the North-West community?

The 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 bills.

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.

Role details:

• Job title: Customer Service Advisor - Billing
• Location: Sir Christopher Harding House, North Shore Rd, Whitehaven, Cumbria, CA28 7XY
• Contract: 12-month temporary assignment with potential to go permanent
• Start date: 6th May 2025
• Hourly pay rate: £12.77 per hour
• Working hours: from 37h per week, full-time on-site
• Full training provided: Monday to Friday 9am - 5pm - 8 weeks

Flexible shift patterns:

Option 1:

Week 1: Monday-Friday 9am-5pm

Week 2: Monday-Friday 10am-6pm and Saturday 8am-4pm

Week 3: Monday-Friday 12pm-8pm

Week 4: Monday-Friday 8am-4pm

Option 2:

Week 1: Monday-Thursday 8am-5pm and Friday 8am-12pm

Week 2: Monday-Friday 9am-6pm and Saturday 10am-2pm

Week 3: Monday-Thursday 9am-6pm and Friday 9am-1pm

Week 4: Monday-Friday 11am-8pm and Saturday 11am-3pm

What does your United Utilities roadmap look like?

1) You'll speak with Reed Talent Solutions regarding the role opportunity and we'll assess your suitability and interest in the role

2) You'll attend an onsite interview with United Utilities where you'll get the opportunity to express your capabilities via competency-based questions and a role play

3) If offered, you'll complete your pre-employment vetting to get you prepared to start your new role

4) You'll receive welcome call from your new Team Leader who will update you on what to expect when you start your new role, and you'll also be invited to visit the office again before your first day

5) You'll complete an informative and support training programme which includes buddying/mentoring

6) If you are performing well within your role, you'll become eligible after 12 weeks for a permanent contract with United Utilities - benefits for working for United Utilities permanently include physical, financial, and emotional wellbeing schemes, 26 days annual leave increasing to 30 days after 4 years, and the opportunity to achieve bonus

What you'll need to be successful in the role?

• Passion for Customer Service: Previous experience in delivering exceptional customer service is valuable, whether it's within a contact centre or another environment. 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
• Strong listening and communication skills: Along with resilience and rapport-building abilities, will set you up for success.
• TechSavviness: Comfortable multitasking, you'll confidently navigate IT systems while engaging with customers on the phone.
• Quick Reactions: You'll quickly respond to customer needs and work accurately to ensure a seamless customer experience

We look forward to receiving your application.