Customer Advisor Specialist (Collections) Full Time

Salary – £31,434

Work Type – Onsite

Job Location – Whitehaven Contact Centre, Sir Christopher Harding House, North Shore Road, Whitehaven, Cumbria, CA28 7XY

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:

To support the Collections Team in the review and resolution of disputes preventing Collections activity and improving customer experience. Our Collections processes stagnate when there is a customer dispute or issue. The role of the Specialist will be to own the Collections journey from identifying the type of dispute, investigation and resolution including resolving the financials on the account.

The person in this role will be responsible to taking/suggesting remediation to prevent delays, loss of revenue and customer detriment in addition to instigating legal processes to enforce UU statutory rights for example Court action of DF process to resolve leaks/read meters.

Working alongside the operational teams the role holder will provide support and guidance to colleagues with queries with a view to reducing repeat demand, reducing complaints and forward fixing any issues relating to disputes.

What You Will Be Doing:

• Debt Recovery & Customer Engagement: Analyse legacy debt accounts to understand value and complexity, reduce bad debt through proactive cash collection, and explore realistic payment plans and resolution methods tailored to customer needs. Use initiative to secure monies owed and ensure resolution is aligned with regulatory standards.
• Collections Process & Legal Knowledge: Support collections processes, including legal, court, and enforcement actions. While prior knowledge is beneficial, full training is provided. Enable appropriate collections activity by ensuring billing accuracy and escalating unresolved or complex cases where necessary.
• Metering & Billing Expertise: Utilise in-depth knowledge of meters and liaise with technical teams to resolve meter-based and high-usage issues. Ensure billing is correct to support effective debt recovery efforts, including issues related to leaks and usage disputes.
• Cross-Functional Collaboration & Field Operations: Collaborate with internal teams (technical, legal, customer service) and coordinate with field services for customer visits. Manage complex cases, including disputes involving leaks, high usage, and vulnerability, providing solutions such as correspondence, advice, devices, and leak allowances.
• Process Improvement, Documentation & Compliance: Maintain accurate records of communications, agreements, and payments for audit purposes. Identify opportunities for process and efficiency improvements in debt recovery operations and ensure all actions comply with regulatory frameworks and United Utilities’ domestic retail policies.

What We Are Looking For:

• Strong Interpersonal Skills: Demonstrates excellent written and verbal communication abilities, combined with outstanding customer service. Tenacious and resilient, with well-developed negotiation skills to handle challenging conversations professionally and effectively.
• Self-Management & Team Collaboration: Able to independently manage workload, prioritise tasks, and work under pressure to meet strict deadlines. Also works well within a team environment to contribute to high overall performance.
• Knowledge of Collections Processes: Familiarity with legal, court, and enforcement procedures related to collections is advantageous. Full training will be provided, ensuring a solid understanding of the end-to-end process.
• Technical Skills & Systems: Proficient in Microsoft Office applications and experienced in using internal systems such as Alto, ICS, and Debt Manager to support debt recovery activities (training provided)
• Understanding of Policies & Support Schemes: Possess a strong understanding of United Utilities’ debt recovery policies, payment plans, and affordability schemes to support customers appropriately and in line with company guidelines.

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.