Behind the scenes of Billing Customer Care Advisor

Customer Care Advisor, Billing
Behind the Scenes
Whitehaven, Cumbria

Hello, my name is Claire. I'm a Customer Care Advisor for the Billing department based at United Utilities' Whitehaven site.

Prior to working for United Utilities, I worked in the payroll department for an outdoor clothing firm, and I chose to start a career here because I wanted a new challenge, that was totally different to what I was used to.  I also enjoy interacting with the public and working as part of a big team.

My typical day consists of taking calls from customers and resolving their queries.  Typical queries that I deal with relate to customers moving house, billing queries, metering queries and anything relating to bill payments such as setting up Direct Debits.

My favourite part of the job is dealing with customers and helping them with their queries.  I find it really rewarding when I resolve a complex query and the customer is happy at the end of the call.

I find receiving calls from customers who are angry and upset the most challenging part of my job.  I overcome this by keeping a level head and listening to what they have to say.  I explain to the customer what I am going to do to help them and always keep them informed until their query has been resolved.

Since working for United Utilities, I have won many awards within the department for cash collection and overall performance which I am quite proud of.

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