Case Manager (Service Recovery)

United Utilities; Warrington; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

26 days annual leave

Pension 14%+

Bonus up to 7.5%

Healthcare plan

Gym discounts

Best Doctors

Salary Finance

EVolve Car Scheme

Employee Assistance Plan

Mental health support

MORE Choices flexible benefits

Enhanced parental leave

Job summary

United Utilities is seeking a Case Manager (Service Recovery) to champion the customer and drive swift, effective resolutions across contact channels. You’ll own cases end-to-end, communicate with customers empathetically, and coordinate with internal teams to resolve issues quickly, while maintaining regulatory compliance and high service standards.

There is an emphasis on ownership, proactive outreach, and reducing repeat contacts.

Qualifications

• Excellent written and verbal communication.
• Confident, proactive when dealing with customers and colleagues.
• Tenacious, resilient, and negotiation skills.
• Proficient with Microsoft Office.
• Ability to work with internal and external colleagues at all levels.
• Manage own workload and meet deadlines.
• Understand regulatory rules for handling written and telephone contacts.
• Team player delivering high performance.

Responsibilities

• Provide the highest levels of customer satisfaction on every contact, regardless of source.
• Own a customer contact from receipt to resolution, ensuring actions are completed and customer kept up to date.
• Liaise with stakeholders to reach quick resolutions.
• Escalate to a Manager when things don’t feel right.
• Strive for telephone resolution.
• Ensure system notes comply with regulatory requirements.
• Handle escalated cases to prevent regulator escalation.
• Identify improvement opportunities and support case owners on repeat contacts.
• Carry out closure calls to ensure customer happiness with the resolution.
• Proactively contact identified customers.

Skills

Communication skills

Assertive

Resilience

Negotiation

Time management

Regulatory awareness

Tools

Microsoft Office

Job description

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 escalation 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

• Excellent communication skills – written and verbal
• Confident, assertive and proactive when dealing with customers and colleagues
• Tenacious, Resilience and Negotiation skills
• Working experience of Microsoft office applications
• Ability to deal professionally with internal and external colleagues across all levels
• 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 You’ll Get

• 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
• MORE Choices flexible benefits
• 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.