Case Manager

Overview

Resolve escalated customer complaints and billing issues, ensuring satisfaction.

Key Responsibilities

• pattern analysis
• complaint handling
• stakeholder collaboration
• proactive outreach
• system updates
• issue resolution

Tasks

You’ll be the go to expert for complex customer issues, working across teams to deliver swift, fair, and lasting solutions. -Spot patterns in complaints and help prevent repeat contacts. -Handle stage 2 complaints and keep them from reaching the regulator. -Collaborate with stakeholders to resolve issues quickly and effectively. -Deliver proactive outreach and closure calls to ensure customer happiness. -Own every customer contact from start to finish, aiming for “one and done” resolutions. -Keep systems updated with accurate, compliant notes. -Champion the customer voice while balancing business needs.

Requirements

• microsoft office
• complaints handling
• case management
• billing processes
• problem solving
• communication

What You Bring

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

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Benefits

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

About United Utilities

-It operates across North West England, supplying drinking water and treating sewage. -The company manages vast infrastructure, including thousands of kilometers of pipelines and nearly 600 treatment works. -Typical projects include reservoir management, leak detection, and wastewater upgrades. -Specializing in water and wastewater services, infrastructure upkeep, and renewable energy generation.

Sector Specialisms