Case Manager (Service Manager)

United Utilities; Warrington; Hybrid; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Annual leave 26 days

Pension scheme with up to 14% employer

Performance-related bonus up to 7.5%

Healthcare plan

Gym discounts

Best Doctors

Salary Finance

EVolve Car Scheme

Employee Assistance Plan

Mental health first aiders

ShareBuy

Enhanced parental leave schemes

Job summary

United Utilities in Warrington is seeking a Case Manager (Service Recovery) to champion the customer experience, own contacts from receipt to resolution, and ensure swift, thorough follow-up.

You will handle phone and written communications with empathy, work within regulatory requirements, and collaborate across teams to deliver effective, one-and-done outcomes while aiming to prevent regulator escalation.

Qualifications

• Working experience of Microsoft Office applications.
• Excellent written and verbal communication skills.
• Tenacious, resilience and negotiation skills.
• Ability to work as a team to deliver high performance.
• Ability to deal professionally with internal and external colleagues across all levels.
• Understand and work within regulatory rules for handling written and telephone contacts.
• Manage own workload and work under own initiative and to strict deadlines.

Responsibilities

• Provide the highest levels of customer satisfaction and service at each customer contact, regardless of source.
• Own a customer contact from receipt through to resolution, ensuring promised actions are completed and the customer is kept up to date at all times.
• Act as the customer champion, liaising with stakeholders to get to the right resolution quickly.
• Escalate to a Manager when it doesn’t feel right.
• Strive for telephone resolution.
• Ensure systems notes and records are updated in line with regulatory requirements.
• Take escalated cases at stage 2/step 2 of the complaints process to prevent regulator escalation.
• Identify business improvements and provide feedback to case owners on repeat contacts.
• Carry out closure calls to ensure customer satisfaction with the resolution.
• Proactively contact customers identified as requiring outreach.

Skills

Microsoft Office

Customer communication

Professionalism

Team collaboration

Negotiation

Regulatory compliance

Time management

Job description

Job number UU06429 Country United Kingdom Region Cheshire West and Chester Location name Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP Posting End Date 22/09/2026 Band 6a Role Type Permanent Salary £34,577.00

We have an exciting development opportunity for a Case Manager (Service Recovery) who is passionate about delivering exceptional customer service and advocating for our customers to ensure swift and effective resolution of their concerns.
As role holder you’ll act as a champion for the customer, taking ownership to get things done quickly and efficiently.

You'll also need to be confident and comfortable speaking with United Utilities (UU) customers over the phone, showing empathy, being personable, and building trust. When phone contact isn’t possible, you’ll demonstrate strong written communication skills—crafting emails that reflect the same level of empathy and ownership to prevent repeat contact or escalation to UU’s regulators.

What You'll Be Doing

• Provide the highest levels of customer satisfaction and service at each customer contact, regardless of source
• Own a customer contact from receipt through to resolution, ensuring promised actions are completed and the customer is kept up to date at all times. Striving for “one and done”
• Act as the customer champion, liaising with stakeholders to get to the right resolution quickly.
• Bump up cases to a Manager where it doesn’t feel right
• Strive for telephone resolution
• Ensure systems notes and records are updated in line with regulatory requirements
• Take escalated cases at stage 2/step 2 of the complaints process preventing the need for the customer to escalate their complaint to our regulator
• Identify business improvement opportunities and provide feedback and support to case owners on repeat contacts
• Carry out closure calls on contacts to ensure the customer is happy with our resolution
• Contact customers who have been identified as requiring a proactive contact

What You'll Bring

Working experience of Microsoft office applications

Confident, assertive and proactive when dealing with customers and colleagues

Ability to deal professionally with internal and external colleagues across all levels

Excellent written and verbal communication skills

• Tenacious, Resilience and Negotiation skills
• Manage own workload and work under own initiative and to strict deadlines
• Understand and work within regulatory rules for handling written and telephone contacts
• Ability to work as a team to deliver high performance

This role may not be eligible for the visa sponsorship

What We Offer

• A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
• A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
• Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
• A comprehensive healthcare plan through our company-funded scheme
• MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
• Best Doctors
• Salary Finance
• Wealth at Work courses
• Deals and discounts
• EVolve Car Scheme
• Employee Assistance Plan
• Mental health first aiders
• ShareBuy
• Enhanced parental leave schemes

We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.