Case Manager (Service Recovery & Billing)

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

Job summary

A leading water services company in the UK is seeking an expert in customer care to address complex issues and improve customer satisfaction. You'll act as an escalation point, resolving challenging cases while collaborating with teams. The ideal candidate will have strong communication skills and experience in complaints management. This role includes a competitive salary, annual bonus, and various employee benefits.

Benefits

£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

Qualifications

• 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.

Responsibilities

• Be the escalation hero for challenging customer cases.
• Own every customer contact from start to finish.
• Champion the customer voice while balancing business needs.
• Collaborate with stakeholders to resolve issues quickly.
• Spot patterns in complaints to prevent repeat contacts.
• Handle stage 2 complaints effectively.
• Deliver proactive outreach and closure calls.
• Keep systems updated with accurate notes.

Skills

Strong communication skills

Resilience and tenacity

Experience in complaints handling

Curious investigative mindset

Ability to work independently

Solid understanding of billing processes

Comfort with executive-level complaints

Proficiency in Microsoft Office

Job description

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