Customer Support Technician

UNITED UTILITIES GROUP PLC; Greater Manchester, Urmston; On-site; GBP 42,000 - 49,000; Full time

Benefits offered by this job

26 days annual leave

Pension up to 14% employer

Healthcare plan

Gym discounts

Employee assistance

Job summary

UNITED UTILITIES GROUP PLC is seeking a Customer Support Technician to respond to wastewater incidents, coordinate on-site works and guide customers through resolution processes.

You will liaise with field teams and partners, ensure health and safety compliance, and accurately capture regulatory data for each incident. The role requires a full UK driving licence and the ability to travel regionally.

Qualifications

• Experience in customer service or frontline support roles.
• Excellent communication skills, both written and verbal.
• Ability to interpret data and report findings accurately.
• Awareness of water industry regulations and safety standards.
• Ability to travel regionally with a Full UK Driving Licence.

Responsibilities

• Respond to wastewater incidents as first responder, guiding customers and coordinating actions.
• Investigate root causes and support on-site works (e.g., jetting, CCTV surveys).
• Liaise daily with Field Teams, Direct Service Providers, Alliance partners and stakeholders.
• Ensure compliance with Health & Safety policies, procedures and regulatory protocols.
• Collect and report regulatory data with accuracy for attended incidents.

Skills

Customer service

Communication

Problem solving

Data reporting

Regulatory awareness

Driving license

Team collaboration

Calm under pressure

Education

GCSEs inc Maths & English evidence

Job description

As a Customer Support Technician, you'll play a vital role in protecting our customers, communities and the environment. Working out in the field, you'll respond to wastewater related issues, investigate the root cause, and ensure the right actions are taken to put things right.

You'll become a trusted point of contact for customers, guiding them through incidents with clear communication and a focus on delivering excellent service. Alongside resolving issues on the ground, you'll capture accurate data, support incident response activity, and contribute to improving the performance of our wastewater network.

Every day in this role is different - you'll be using your technical skills, problem solving abilities and customer focus to make a real, visible impact across the area you serve.

In this role, you will:

• Act as the first responder to wastewater incidents including flooding, pollution, odour, collapse, blockages and defective apparatus.
• Investigate root causes, support on site works such as high pressure water jetting and CCTV surveys, and raise further work as required
• Liaise daily with Field Teams, Direct Service Providers, Alliance partners, and other internal and external stakeholders.
• Ensure full compliance with Health & Safety policies, wastewater procedures, and Environment Agency protocols.
• Collect and report regulatory data, ensuring accuracy and completeness for all attended incidents.
• Issue Section 159 emergency notices where access to private land is required to complete essential work.
• Keep customers fully informed throughout the end to end process, arranging GSS or discretionary payments where applicable.
• Completing end of day close down activity and capturing learning from each incident, ensuring insights are shared to improve future responses and prevent repeat issues.
• Attend and manage planned customer appointments and respond to customer complaints via phone, written communication or face to face.
• Support the Local Incident Team during major events or escalations.
• Contribute to proactive campaigns such as "what not to flush" and escape ongoing FOG issues.

To be successful in this role, you'll need:

• 5 GCSEs (A-C or equivalent), including Maths and English and you must be able to evidence these
• Full UK Driving License as regional travel is required.
• Ability to work in confined spaces.
• Awareness of Water Industry regulators and industry standards.
• Strong communication and interpersonal skills, with the ability to work across multiple teams and departments.
• Excellent organisational, analytical and problem solving abilities.
• The ability to remain calm under pressure, manage conflict, and set realistic customer expectations.
• Strong reporting skills with the ability to produce clear, accurate and well-structured technical reports.

What will I be working:

The normal working week for your role is 37 hours per week Monday to Sunday.

You will be required to work a rotating shift pattern comprising 10-hour shifts.

Normal operational hours are 08:00 to 22:00 Monday to Sunday (inclusive) on a shift pattern.

• You enjoy helping people and can stay calm, patient and reassuring when situations are challenging.
• You're comfortable talking to customers in person or over the phone and can explain things clearly and simply.
• You like practical, hands on work and enjoy figuring out what's causing a problem.
• You can work well on your own but also enjoy being part of a wider team.
• You're organised, reliable and able to manage your time when each day looks a little different.
• You can confidently use basic technology and are happy learning new systems (we'll train you).
• You're someone who notices details and takes pride in doing things thoroughly and safely.
• You're motivated, 'hands-on' and happy supporting colleagues or customers - whether the task is big or small.

Salary £40,232 plus a shift allowance premium of £9,108 per annum

This role will be field based, based out of one of our operational hubs either Dayvhulme in Manchester or Rochdale.

• 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

Salary - 40,232

Work Type - Onsite

Job Location -

Rochdale Wastewater Treatment Works, Roch Valley Way, Rochdale, OL11 4QH (main) or Davyhulme Wastewater Treatment Works, Trafford Way, Urmston, Manchester, M17 8DD

Role Type - Permanent

Employment Type - Full Time

Working Hours - 37.0 Week per Week

United Utilities' (UU) purpose is to deliver great water for a stronger, greener and healthier North West of England. We are committed to providing our services in a way that respects the environment, supports the economy, and benefits society.

We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves.

We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities. Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of.

We've got a lot to offer. You'll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution.