Behind the scenes of Billing Customer Care Advisor
Customer Care Advisor, Billing
Behind the Scenes
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
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