Customer Support Technician

United Utilities; Kendal; Hybrid; GBP 40,000 - 49,000; Full time

Benefits offered by this job

Shift allowance £9,108 p.a.

26 days annual leave (30 after 4 years

Pension up to 14% + life cover

Healthcare plan

Dental & gym benefits

Job summary

United Utilities, based in Kendal, seeks a Customer Support Technician to protect customers and communities by responding to wastewater incidents and guiding customers through the end-to-end process. You’ll work field-based, handle incident data, and collaborate with multiple teams to improve network performance.

The role requires 5 GCSEs including Maths & English, a Full UK Driving Licence, and strong communication and problem-solving abilities.

Qualifications

• 5 GCSEs (A–C or equivalent), including Maths and English and you must be able to evidence these.
• Full UK Driving Licence 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.

Responsibilities

• 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 payments where applicable.
• Complete end-of-day close down activity and capture learning from each incident.

Skills

Communication skills

Problem solving

Data collection and reporting

Calm under pressure

Team collaboration

Organisational skills

Analytical thinking

Education

GCSEs (A–C) including Maths & English

Job description

Job number UU06284 Country United Kingdom Region Cumbria Location name Kendal - Kent House, Mintsfeet Road South, Kendal, Cumbria, LA9 6ND Posting End Date 28/09/2026 Band 6a Role Type Permanent Work hours 37 Hours per Week Salary 40,232

To provide great water for a stronger, greener and healthier North West

The Role

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.

What You'll Be Doing

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 elevate ongoing FOG issues.

Essential Skills & Experience

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.

What We Offer

• 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
• 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

Qualifications

Salary - 40,232

Work Type - Onsite

Job Location - Kendal - Kent House, Mintsfeet Road South, Kendal, Cumbria, LA9 6ND

Role Type - Permanent

Employment Type - Full Time

Working Hours - 37.0 Hours 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.

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.