Customer Care Manager

United Infrastructure Water Limited; Washington; On-site; GBP 40,000 - 55,000; Full time

Job summary

United Infrastructure is seeking a motivated Customer Care Manager to lead our customer care advisors and uphold exceptional service across phone, email, and digital channels.

You will mentor the team, manage escalations, monitor performance metrics, and ensure regulatory compliance within the utilities sector, with focus on improving customer journeys and outcomes.

Qualifications

• Experience in a customer service leadership or supervisory role within utilities or a regulated industry.
• Strong communication, empathy and problem-solving skills.
• Confidence using computer systems.
• Strong organisational skills with a focus on continuous improvement.
• Desirable: Understanding of Ofwat standards or experience supporting vulnerable customers.

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 continuously enhance customer experience.

Skills

Customer service leadership

Regulated industry

Excellent communication

Problem solving

Mentoring

Job description

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

• 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 continuously enhance customer experience.

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 skills with an eye for continuous improvement.
• Desirable: Understanding of Ofwat standards or experience supporting vulnerable customers.
• Desirable: Familiarity with smart metering, billing, or field service operations.