Case Manager (Service Recovery)

Overview

Handle complex customer complaints, resolve escalations, and improve service recovery.

Key Responsibilities

• pattern analysis
• complaint management
• regulatory prevention
• outreach calls
• system updates
• stakeholder collaboration

Tasks

-Champion the customer voice while balancing business needs. -Collaborate with stakeholders to resolve issues quickly and effectively. -Own every customer contact from start to finish, aiming for “one and done” resolutions. -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.

Requirements

• microsoft office
• billing
• problem solving
• communication
• resilience
• independence

What You Bring

-Ability to work independently and meet tight deadlines. -Resilience and tenacity in the face of complex challenges. -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. -Experience in complaints handling, case management, or ombudsman services. -Comfort working with executive-level complaints and inboxes. -Proficiency in Microsoft Office and regulatory compliance.

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Benefits

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

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.

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