Customer Advisor

Reed Talent Solutions are working with United Utilities on the search for Customer Advisor Specialist (CAS) to join the United Utilities Market Services team at their Warrington location.

Why work at United Utilities?

Unities Utilities believe in the power of diversity, and they're excited to welcome candidates from all backgrounds. The goal is to build a team that reflects the richness of the diverse customer base.

Who are United Utilities?

United Utilities, are proud to be an essential service provider to seven million customers across the North West. It is their job to bring three million households and 200,000 businesses clean, clear water and to take their waste-water away so the customers can simply get on with their day. Currently 5,000 employees are key to achieving their ambitious vision and plans and all work together to provide a great service to the customers.

What important information do you need to know?

• Job title - Customer Advisor Specialist
• Pay rate - £14.90 per hour
• Location - Warrington - Windermere, Lingley Mere Business Park, Lingley Green Avenue, Great Sankey WA5 3LP
• 8 month contract
• Start date - 1st July
• Working hours - 8-6

Job Purpose

To ensure that any market data item for United Utilities (UUW) non-household (NHH) assets are accurately reflected in external market systems and internal systems to ensure accurate billing via settlements to enable collection of associated revenue.

To provide services to all market participants who have any associated interest in market data SPID’s within the UUW region. Acting as the interface between trading parties as the first point of contact with UUW.

We strive to deliver a best in class complaints service that delivers a fast, quality and first time resolution for our customers.

We try and speak to Retailers and Customers as much as we can, so you will need to be someone who is comfortable picking up the phone, be personable and take ownership of issues.

Main responsibilities:

• To be responsible for prioritising retailer requests to update, amend or verify market data.
• To speak to Retailers and customers regarding market SPID’s to confirm actions undertaken, compliance with policy or market codes
• To ensure that checks are made in the market operating system that all transactions have been processed in accordance with market data flows or manually amend the data if there has been an exception created
• To adhere to strict deadlines for market participants and keep retailers updated at all key stages
• To work with the wider UU teams to ensure that all aspects of a Retailer query are responded to including monitoring any hand offs in processes until resolved
• To identify any operational practice or processes that presents a risk to data quality and key SLA performance as well as Retailer satisfaction and will raise any such issue through the relevant escalation route
• To work closely with key external stakeholders including retailers and the Market Operator (MOSL) to investigate data issues and update market data in line with Wholesale policy and market processes
• To update all systems as required to support UUW to manage retailer expectations/satisfaction to reduce the likelihood of repeat contacts, escalations, complaints or disputes arising
• To keep up to date with any changes within the market by ensuring that any changes to processes, workflows and market SLA’s are read and understood or ask relevant questions to aid understanding. Any data divergences are to be monitored and corrected to ensure that market data remains accurate and in line with the market operator systems (CMOS)
• To manage all work queues and update at each SLA trigger and/or for each Retailer update/request
• To ensure that KPI’s are met to contribute to UUW’s overall market position and overall performance
• Support testing activities and live proving for Maintenance Releases
• Support process development assisting in the production of user guides and workflow walkthrough guides

Skills, qualifications and experience:

• Knowledge of the Non Household Market Segment and Water industry
• Strong influencing skills to be able to drive decisions and implement change
• Broad knowledge of Microsoft Excel and other office applications
• Good attention to detail, with the ability to go further to understand the underlying causes of market transaction failures and successes
• Proven planning, organising and problem solving skills
• Self-motivated and focussed on delivering to tight targets and timescales
• Good communication skills, written and verbal, with ability to vary style when communicating with different audiences
• Good team player with the flexibility to go the extra mile to achieve important deadlines

We are looking for the right candidate to start immediately, if you have the relevant experience and would like to find out more, please don't hesitate to reach out!