Customer Advisor Advanced (Income)

Job Description

Salary - £28,683.00
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’ (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.

Benefits

• A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 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, as well as recognition awards for outstanding achievements
• A comprehensive healthcare plan through our company-funded scheme
• MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
• Best Doctors
• Salary Finance
• Wealth at Work courses
• Deals and discounts
• EVolve Car Scheme
• Employee Assistance Plan
• Mental health first aiders
• ShareBuy
• MORE Choices flexible benefits
• Enhanced parental leave schemes

About the Role

We’re looking for a confident and customer‑focused professional to deliver a high‑quality, end‑to‑end billing integrity and query resolution service.

In this role, you’ll take full ownership of customer billing issues, managing cases from first contact through to resolution. Using your problem‑solving skills, attention to detail, and sound judgement, you’ll apply policy and procedures to achieve the right outcome for both the customer and the business.

This is a varied and rewarding role where no two cases are the same — perfect for someone who enjoys problem solving, customer interaction, and working with purpose.

What You’ll Be Doing

• Deliver outstanding customer service across all contact channels
• Take full ownership of customer queries, from receipt through to resolution
• Keep customers informed at every stage, striving for a “one and done” experience
• Investigate and resolve billing queries accurately, efficiently, and fairly
• Ensure billing systems are updated clearly and correctly within agreed SLAs
• Support effective cash collection, adapting your approach to each customer’s position in the collection cycle
• Apply policies, procedures, and regulatory requirements with confidence and professionalism
• Work collaboratively with colleagues to drive high performance and continuous improvement

What You'll Bring

• Excellent written and verbal communication skills
• A confident, proactive, and assertive approach with customers and colleagues
• Strong negotiation and problem‑solving abilities
• Good working knowledge of Microsoft Office applications
• Ability to build effective relationships with stakeholders at all levels
• Highly organised, with the ability to manage your own workload and meet deadlines
• Understanding of regulatory requirements for written and telephone communications
• A team‑focused mindset, with the drive to deliver excellent results together

Qualifications

Essential Qualifications

• GCSE level (Grade C / 4 or above) in Maths and English

Why Join Us?

• Meaningful work with real impact on customer experience
• Clear ownership of cases — see your work through from start to finish
• A supportive, team‑driven environment
• Opportunities to develop your skills in customer service, billing, and cash collection

We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.