Dive Into a Career That Makes a Splash – Join United Utilities.

Are you confident discussing income and debt with customers, helping them find practical solutions through clear and professional conversations? Do you have the attention to detail, resilience, and communication skills?

United Utilities delivers essential water services to homes and businesses across the Northwest and are looking for empathetic and customer-focused professionals to join their Income department in Warrington.

About the Roles

As a Customer Service Advisor, you’ll support customers with billing and debt-related queries, offering clear guidance and empathetic service. You’ll resolve issues efficiently, communicate across phone, email, and letters, and handle sensitive conversations with patience and professionalism. This role requires strong listening skills, attention to detail, and the ability to manage multiple tasks while maintaining a positive customer experience.

What You’ll Be Doing

• Deliver a high level of customer service, handling queries with empathy and professionalism, especially when dealing with vulnerable customers
• Manage customer billing issues from start to finish, ensuring timely and accurate resolution while keeping customers informed throughout
• Have direct conversations with customers about outstanding debts, negotiating realistic payment plans and exploring debt reduction options
• Handle difficult situations with resilience and understanding, aiming to resolve issues over the phone wherever possible
• Use a variety of contact methods (phone, email, letters, outbound calls) to respond to customer queries and maintain clear communication
• Escalate complex cases to team leaders when necessary to ensure the best outcome for both the customer and the business

What We’re Looking For

• Empathetic Communication: Ability to listen actively and respond with understanding and compassion, especially when supporting vulnerable customers
• Problem Solving & Resolution: Skilled in managing billing issues and negotiating payment plans, ensuring timely and accurate outcomes
• Resilience Under Pressure: Capable of handling difficult conversations and situations calmly and professionally, particularly over the phone
• Attention to Detail: Ensures accuracy in customer records, billing, and communications across multiple contact methods
• Multitasking & Prioritisation: Efficiently manages multiple queries and tasks while maintaining high service standards

What You Need to Know

• Hourly Rate- £14.87 PAYE, paid weekly one week in arrears
• Location: Lingley Mere Business Park, Great Sankey, Warrington, WA5 3LP (on site full-time)
• Start date: 09/11/26
• Assignment type: 6-month temporary contract through Reed Talent Solutions, as United Utilities trusted recruitment partner

What Shifts Might You Have:

• Full training provided: Monday- Friday 9am- 5pm

Following completion of your training, you will move to a 4 week rolling rota which will have shifts between 8am and 8pm as well as working 1 in 4 Saturdays.

Below is an example of what your rota could look like:

• Week 1: Monday- Friday 8am- 4pm
• Week 2: Monday- Friday 9am-5pm
• Week 3: Monday- Friday 12pm-8pm
• Week 4: Monday- Friday 10am-6pm + Saturday 8am- 4pm (rest day of choice during week)

What’s the Next Steps

Apply now with your most up-to-date CV. A member of the Reed team will be in touch to guide you through the next steps, which includes a telephone interview with Reed, onsite interview with United Utilities, and pre-employment vetting via Reed ahead of your start date

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