Case Manager Service Recovery

The Role

Are you a natural problem-solver with a passion for customer care? Do you thrive in fast-paced environments and love challenging the status quo to make things better? If you're tenacious, resilient, and empathetic, we want you on our team.

This role is perfect for someone who enjoys diving into complex scenarios, piecing together information, and collaborating across teams to deliver clear, confident resolutions. You'll be the detective behind the scenes analysing patterns, asking the right questions, and making sure every customer feels heard and supported.

You'll be the go to expert for complex customer issues, working across teams to deliver swift, fair, and lasting solutions.

What You'll Be Doing

• Be the escalation hero for challenging customer cases turn frustration into satisfaction.
• Own every customer contact from start to finish, aiming for "one and done" resolutions.
• Champion the customer voice while balancing business needs.
• Collaborate with stakeholders to resolve issues quickly and effectively.
• Spot patterns in complaints and help prevent repeat contacts.
• Handle stage 2 complaints and keep them from reaching the regulator.
• Deliver proactive outreach and closure calls to ensure customer happiness.
• Keep systems updated with accurate, compliant notes.

What You'll Bring

• Strong communication skills confident, clear, and compassionate.
• Resilience and tenacity in the face of complex challenges.
• Experience in complaints handling, case management, or ombudsman services.
• A curious, investigative mindset with a knack for problem-solving.
• Ability to work independently and meet tight deadlines.
• Solid understanding of billing processes (especially water/wastewater).
• Comfort working with executive-level complaints and inboxes.
• Proficiency in Microsoft Office and regulatory compliance.

What's In It For You?

• £33,056 salary + up to 7.5% annual bonus
• 21% combined pension scheme
• 26 days' holiday (rising to 30), plus bank holidays
• Healthcare and wellbeing perks
• Free shuttle bus from Warrington train station
• Professional development opportunities

Why United Utilities?

• We're more than just water. We're a purpose-driven organisation committed to sustainability, innovation, and the communities we serve. Join us and be part of a team that values integrity, collaboration, and continuous learning.
• We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves. Whether you join a team that shares your vision or connect with colleagues across our networks, you'll find a welcoming and supportive organisation ready to help you thrive.

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