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Reed Talent Solutions are currently working with United Utilities to recruit an Income/Customer Service Advisor on an initial six-month contract. The post-holder will be part of a team based the state of the art Whitehaven contact centre. You will provide the highest levels of customer satisfaction and service to every customer, and own a customer contact from start to finish, ensuring actions are complete and the customer is kept up to date at all times. Role Information 6 month contract with potential to extend £13.60 per hour pay rate Location - Whitehaven Shift Breakdown 6 week training period with 9-5 Monday - Fri working hours After this your hours of work will be on a 37.5 hour per week rota, general working hours will be 8am-4pm or 9am-5pm with one week in four having shifts finishing at 8pm - as well as working one in four Saturdays Key Responsibilities Investigate a customer query through to resolution, including any impact on debt and cash, and to the customer's satisfaction. You will be speaking directly to customers to collect payments and agree realistic payment plans using effective negotiation techniques. We are looking for people who have excellent communication skills, and can ask the "right questions" to help our customer's financial situation. You will explore options and methods of debt reduction with customers. You will explore options of payment methods with customers. You will strive for telephone resolution first time. If needed, escalate to team leaders where it doesn't feel it is the right outcome for the customer. You will be answering customer queries using a variety of contact methods, for example, phone, letters, emails and making outbound calls. Essential Criteria Negotiation skills High levels of attention to detail Working experience of Microsoft office applications Ability to deal professionally with internal and external colleagues across all levels Manage own workload and work under own initiative and to strict deadlines Understand and work within regulatory rules for handling written and telephone contacts Ability to work as a team to deliver high performance Great customer service skills, with the ability to perform your role with integrity, sensitivity and empathy Ability to case manage and see through to resolution anomalies in billing
Calling all Customer Service Enthusiasts! Are you interested in a Customer Service Advisor role for one of the Water Service Providers in the UK! Then this is the role for you! 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. Role details: Location: N Shore Rd, Whitehaven CA287XY - Lake District Contract: 12 month temporary assignment - Potential to go permanent Hourly pay rate: £12.77 per hour PAYE Working hours: 37h per week Full training provided: Monday to Friday 9am - 5pm - 8 weeks Start date: 24th June 2024 Main responsibilities: Provide the highest levels of customer satisfaction and service at each customer contact 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 Gathering customer data to ensure their records are complete Investigate a customer query to resolution and to their satisfaction Explore options of payment methods with customers Strive for telephone resolution Bump up accounts to Team Leaders where it doesn't feel the right outcome for the customer Deal with more complex Back Office work i.e splits and mergers, refunds, surface water queries, high measured bill, new bills Proactively contact customers based on their interactions and feedback on automated systems If you are interested, APPLY NOW