Customer Care Manager

United Infrastructure Ltd; Sunderland; On-site; GBP 55,000 - 75,000; Full time

Job summary

United Infrastructure Ltd is seeking a motivated Customer Care Manager to lead our growing utilities team and ensure exceptional service across phone, email, and digital channels.

You will mentor advisors, drive quick resolutions, and uphold industry standards while aligning with company values. If developing people and improving journeys motivates you, this role is for you.

Qualifications

• Experience in a customer service leadership or supervisory role—ideally within utilities or another regulated industry.
• Excellent communication, empathy, and problem-solving skills.
• Confidence using computer systems
• Strong organisational with an eye for continuous improvement.

Responsibilities

• Act as the main point of contact for complex or escalated customer issues.
• Monitor service levels and performance metrics (e.g. response times, complaint resolution).
• Support vulnerable customers and ensure regulatory compliance (Ofwat, or equivalent).
• Identify process improvements and work cross-functionally to implement positive change.
• Produce and share performance insights to enhance customer experience.

Skills

Leadership in customer service

Excellent communication

Empathy and problem-solving

Computer literacy

Job description

United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects, across the utility and social infrastructure sectors.

Our team of highly skilled and hardworking specialists deliver innovative solutions to the complex challenges our clients face.

Our company is split into two business areas:

Utility Infrastructure

Our team of Utility Infrastructure specialists design, build and maintain critical water, energy (gas), power and telecoms infrastructure, for the UK’s largest network owners and operators.

Social Infrastructure

Our team of Social Infrastructure specialists revitalise homes and communities by carrying out a wide range of work, from retrofit to refurbishment, and maintenance.

Equal Opportunities Statement - At United Infrastructure, we are committed to making every interaction a positive and inclusive experience. If there is anything we can do to support you, remove barriers, or make the process more accessible, please let us know — we want this to be the best possible experience for you.

About The Role

We’re looking for a motivated and people-focused Customer Care Manager to join our growing utilities team. You’ll play a key role in leading our customer care advisors, ensuring every customer receives exceptional service, quick resolutions, and a positive experience — whether that’s over the phone, by email, or through digital channels.

You’ll act as a mentor and escalation point for your team, supporting them to deliver outstanding results while ensuring compliance with industry standards and company values. If you’re passionate about developing people and improving customer journeys, this role is for you.

What You’ll Be Doing

• Acting as the main point of contact for complex or escalated customer issues.
• Monitoring service levels and performance metrics (e.g. response times, complaint resolution).
• Supporting vulnerable customers and ensuring regulatory compliance (Ofwat, or equivalent).
• Identifying process improvements and working cross-functionally to implement positive change.
• Producing and sharing performance insights to continuously enhance customer experience.

Qualifications

What We’re Looking For

• Experience in a customer service leadership or supervisory role — ideally within utilities or another regulated industry.
• Excellent communication, empathy, and problem-solving skills.
• Confidence using computer systems
• Strong organisational with an eye for continuous improvement.

Desirable

• Understanding of Ofwat standards or experience supporting vulnerable customers.
• Familiarity with smart metering, billing, or field service operations.

Join us at United Infrastructure and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.