Production Advisor

Job Description

We have a fantastic opportunity for a Production Advisor to join our team on a permanent basis. This is a hybrid position, with three days per week based in the office, reporting directly to the Property Searches Manager. You will be joining a small, supportive team with a wide range of experience, where people share knowledge, support one another and enjoy working together, with a positive atmosphere and a good laugh along the way.

As a Production Advisor, you will deliver an expert level of customer service, ensuring that complex residential and commercial property search requirements are responded to quickly, accurately and professionally. This role is well suited to candidates with a strong background in customer handling or billing, who are confident balancing operational delivery with customer and stakeholder relationships.

You will thrive in a role that balances multiple priorities, confidently planning and organising your workload while building strong relationships with both customers and internal stakeholders. A natural confidence with people is key, alongside the ability to stay calm under pressure, remain adaptable and take a positive, solution focused approach when challenges arise.

Accountabilities and Responsibilities

• Motivate, guide and support Production Assistants and agency staff when required, ensuring a consistent, high-quality service and providing clear, constructive feedback
• Investigate and collaborate with other United Utilities teams to resolve telephone and written queries, manage escalated customer issues and identify refunds or compensation claims, escalating to the line manager where appropriate
• Take ownership of keeping Property Searches processes and relevant business procedures accurate, current and effective
• Provide day to day support to the manager across financial, customer and operational activities
• Manage SafeDig activity, including access applications and responses to general enquiries

Technical Skills and Experience

• Proven experience planning and prioritising workload, with strong influencing, negotiation and communication skills in a customer facing environment
• Ability to explain detailed and complex information clearly using excellent written and verbal communication
• Strong customer service capability, particularly when handling escalated complaints and potential claims
• High attention to detail with confidence in numeracy and analytical reporting
• Calm, adaptable and professional under pressure when handling a wide range of customer enquiries and escalations
• Knowledge of water and wastewater networks and how they link to property ownership and conveyancing
• Knowledge of systems such as Alto, Walto, GIS and SAP would be advantageous, though the most important qualities are curiosity, attention to detail and the ability to manage competing demands effectively

• Knowledge of statutory legislation within the water and wastewater industry and a working understanding of residential and commercial conveyancing
• Educated to A level or equivalent

Why This Role

This role offers an excellent balance of responsibility, development and teamwork. You will gain exposure across multiple areas of the business, build strong relationships with stakeholders and play a key role in delivering a service that customers rely on at important moments in their property journey.

With a supportive manager, an experienced and close-knit team and a flexible hybrid working model, this is a great opportunity for someone who enjoys variety, ownership and making a visible impact while continuing to build their career.

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

Ready to take the next step?

If you are customer focused, organised and enjoy working with people in a fast-paced environment where quality really matters, we would love to hear from you.