Role Details
"Salary - £28,756
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’ (UU) 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, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities. Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of.
We’ve got a lot to offer. You’ll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution."
Job Purpose
As an organisation we don’t always get things right and the service recover team are all about fixing things when it goes wrong for our customers, to regain their trust and confidence. We strive to deliver a best in class complaints service that delivers a fast, quality and first time resolution for our customers. We want people who are passionate and committed to providing great customer service and can act as a champion for the customer to get things done and resolved quickly.
We try and speak to our customers as much as we can, so you will need be someone who is comfortable picking up the phone, can show empathy, be personable and take ownership of issues. When we can’t reach customers by phone you will need the skills to write or email showing the same level of empathy and ownership to avoid a repeated contact.
You need to be someone who strives on a fast paced environment, who is happy to challenge the status quo to do the right thing for a customer whilst balancing business needs.
Job Accountabilities
- Provide the highest levels of customer satisfaction and service at each customer contact, regardless of source
- 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. Striving for “one and done”
- Act as the customer champion, liaising with stakeholders to get to the right resolution quickly.
- Bump up cases to a Manager where it doesn’t feel right
- Strive for telephone resolution
- Ensure systems notes and records are updated in line with regulatory requirements
- Carry out closure calls on contacts to ensure the customer is happy with our resolution
- Contact customers who have been identified as requiring a proactive contact
Knowledge and Skills
- Excellent communication skills – written and verbal
- Confident, assertive and proactive when dealing with customers and colleagues
- Great customer service skills
- Tenacious and resilience skills
- Negotiation skills
- 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