Income Advisor

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