Job Description

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

Are you a people-focused individual with strong communication and listening skills, empathy, and a willingness to learn? Would you enjoy helping customers with billing queries, explaining payment plans, and supporting office admin in a fast-paced environment?

United Utilities delivers essential water services to homes and businesses across the Northwest and are looking for dedicated and customer-focused individuals to join their Billing department in Whitehaven.

About the Role

We're looking for people-focused team members to support our customers with billing queries, payment plans, and general enquiries. You'll be the first point of contact, handling calls, emails, and office admin.

What You'll Be Doing

• Serve as the first point of contact for customers, providing friendly and professional support via phone and email.
• Handle customer queries and resolve issues related to billing, payments, and account inconsistencies.
• Investigate complex billing concerns and escalate complaints to the appropriate teams when necessary.
• Clearly explain available payment plans and assist customers in selecting and setting up suitable options.
• Perform general administrative tasks to support smooth office operations.
• Manage incoming communications efficiently, ensuring timely responses and follow-ups.
• Collaborate with internal departments to ensure customer issues are resolved effectively and in line with company standards.

What We're Looking For

• Empathy & Sensitivity - Ability to understand and respond to customer concerns with care and professionalism.
• Integrity - Handle sensitive information and complaints with honesty and good judgement.
• Communication Skills - Clear, confident, and respectful communication across all channels.
• Listening Skills - Attentive and patient when dealing with customer concerns.
• Administrative Competence - Basic office admin skills including email handling, data entry, and document management.
• Willingness to Learn - Open to feedback and continuous improvement.
• Positive Attitude - A proactive and solution-focused approach to customer service.

What You Need to Know

• Hourly Rate- £13.95 PAYE, paid weekly one week in arrears
• Location: N Shore Rd, Whitehaven CA28 7XY (on site full-time)
• Start date: 20/07/2026
• Assignment type: 12-month temporary contract through Reed Talent Solutions, as United Utilities trusted recruitment partner.

What Shifts Might You Have

Full-time 37 hours per week 4-week rolling rota

Choose from two rota styles to suit your lifestyle:

Option 1 - Standard:

• Week 1: Mon-Fri 9-5
• Week 2: Mon-Fri 10-6 + Sat 8-4 (with a rest day)
• Week 3: Mon-Fri 12-8
• Week 4: Mon-Fri 8-4

Option 2 - Shorter Fridays & 2 Saturdays:

• Week 1: Mon-Thu 8-5, Fri 8-12
• Week 2: Mon-Fri 9-6 + Sat 10-2 (with a rest day)
• Week 3: Mon-Thu 9-6, Fri 9-1
• Week 4: Mon-Fri 11-8 + Sat 11-3 (with a rest day)

Full Training Provided

• 8 weeks of paid training
• Monday to Friday, 9am-5pm
• Supportive mentoring and buddying throughout

What Are the Benefits of the Role

• Free on-site parking for all employees.
• Modern office facilities, including refreshments and working spaces.

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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