Customer Advisor Network Enquiries

Job Description

Salary - Competative
Work Type - Onsite
Job Location - Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP
Role Type - Permanent
Employment Type - Part Time
Working Hours - 16 and 20 hour Contracts Available (Part Time)

United Utilities keeps the North West flowing delivering essential water and wastewater services to seven million people every single day. Clear, consistent and engaging communication is at the heart of that mission.

We’re looking for a number of Customer Advisors in our Network Enquiries department who can deliver a high quality, helpful and friendly service to any one of our customers.

Why Join United Utilities

You’ll be part of a purpose-led organisation committed to environmental stewardship, community impact and continuous improvement. You’ll also enjoy an excellent benefits package, including:

• 26 days’ holiday rising to 30 with service, plus bank holidays
• Free onsite parking
• Free & discounted local public transport services available
• Up to 7.5% bonus
• Up to 14% employer pension contribution (21% combined)
• Company-funded healthcare plan & private medical
• Gym discounts, EV car scheme, ShareBuy and flexible benefits
• Enhanced family friendly working policies
• Mental health first aiders and employee assistance support

We’re committed to building an inclusive workplace that reflects the communities we serve. If you need adjustments during the recruitment process, we’ll support you

What You’ll Be Doing

As a Customer Advisor, you’ll deliver outstanding customer service to people experiencing issues with their water or wastewater services, aiming to resolve problems first time. You’ll be the first point of contact when our customers need us most, including during emergency situations.

You’ll speak with customers about a wide range of issues, from individual household problems to large‑scale incidents affecting communities across the North West.

In this role, you will:

• Provide a high‑quality, friendly and helpful service to customers contacting United Utilities via telephone, webchat or email.
• Handle a wide range of complex and sometimes emotive water and wastewater enquiries through to resolution, either directly or by arranging appropriate follow‑up actions.
• Reduce repeat and duplicate contacts by setting clear expectations and demonstrating expert knowledge of end‑to‑end water and wastewater processes.
• Identify customers living in vulnerable circumstances and offer registration to our free Priority Services scheme, ensuring our support is tailored to their needs during planned or unplanned incidents.

Experience and Skills Required

• 12months Customer Service Experience (essential)
• Proficient in Microsoft Office applications, with the ability to use tools such as Word, Excel, and Outlook effectively.
• Demonstrated ability to communicate professionally with both internal and external colleagues at all levels of the organisation.
• Strong organisational skills, with the capability to manage your own workload, use your own initiative, and meet strict deadlines.
• Sound understanding of regulatory requirements relating to the handling of written and telephone customer contacts, ensuring full compliance at all times.
• Proven ability to work collaboratively as part of a team, contributing to high performance and shared goals.
• Excellent prioritisation skills, with the ability to react quickly, remain flexible, and maintain accuracy under pressure.
• Ability to carry out the role with integrity, sensitivity, and empathy, ensuring a positive experience for all customers and colleagues.
• Excellent verbal and written communication skills, with the ability to convey information clearly and confidently.
• Strong customer service and negotiation skills, ensuring positive outcomes and high levels of customer satisfaction.
• Exceptional attention to detail, with the ability to maintain accuracy and quality in all tasks.

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.