Drainage Support Officer

UNITED UTILITIES GROUP PLC; Chester; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Annual leave 26-30 days

Pension up to 14% employer

Bonus up to 7.5%

Healthcare plan

Gym discounts

Best Doctors

Salary Finance

EVolve Car Scheme

Employee Assistance Plan

Mental health support

Deals and discounts

Flexible benefits

Enhanced parental leave

Job summary

United Utilities Group PLC is hiring a Drainage Support Officer to anchor the busy Drainage Area team. You will coordinate communications, monitor SLAs, and allocate contacts while supporting SIM/CMEX activities and maintaining records.

The role requires strong organisation, reliability, and proactive communication. Based in Ellesmere Port, the position is full-time, onsite with a 37-hour week and a competitive package.

Qualifications

• Minimum Level 2 education (GCSE or equivalent), including Maths and English (A-C).
• Full driving licence and access to a suitable vehicle for travel to off-site meetings.
• Excellent organisational skills.

Responsibilities

• Coordinate internal and external communications and assign to team members.
• Monitor complaints and enquiries to meet SLAs.
• Support SIM/CMEX teams by allocating customer contacts and identifying unresolved cases.
• Provide administrative support at meetings, including minutes.
• Track action logs, progress, and escalation where needed.
• Manage vehicle, tools and equipment inventories.
• Oversee stock control and procurement of PPE, tools, uniforms and stationery.
• Create and maintain shift and standby rotas.
• Book training courses and coordinate with scheduling teams.
• Record regulatory and performance data for compliance and audit.
• Log asset surveys (e.g., CCTV) on tracking systems.
• Collect daily vehicle checks, defect reports and fuel card transactions.

Skills

Time management

Collaborative mindset

Communication skills

Flexibility

IT skills (Microsoft Office)

Education

GCSEs (Maths & English)

Tools

GIS/OneMap

SAP

Microsoft Office

Job description

Join our team as a Drainage Support Officer, where you'll play a vital role at the heart of a busy, multi-functional Drainage Area team of up to 80 colleagues. This team is responsible for delivering both reactive and planned work across the wastewater network, including powered and non-powered assets.

You’ll be the organisational backbone of the operation‑ensuring everything runs smoothly, efficiently, and compliantly.

In this varied and fast-paced role, you’ll support the Integrated Drainage Area by processing, monitoring, and tracking outputs, ensuring everything stays on schedule and meets required standards. You’ll play a key part in managing communications and customer interactions, helping the team deliver a high-quality service.

Your responsibilities will include:

• Coordinating internal and external communications, including written complaints and information requests, and assigning them to the appropriate team members
• Monitoring and tracking complaints and enquiries to ensure Service Level Agreements (SLAs) are met
• Supporting SIM/CMEX teams by allocating customer contacts and identifying unresolved cases or potentially dissatisfied customers
• Providing administrative support at meetings, including note-taking and distributing minutes
• Tracking action logs, monitoring progress, and escalating where necessary
• Managing vehicle, tools, and equipment inventories
• Overseeing stock control and procurement of goods and services such as PPE, tools, uniforms, and stationery
• Creating and maintaining shift and standby rotas
• Booking training courses and coordinating with scheduling teams to ensure availability is accurately recorded
• Recording and collating regulatory and performance data to support compliance and audit requirements
• Logging asset surveys (e.g. CCTV inspections) on relevant tracking systems
• Collecting daily vehicle check sheets, defect reports, and fuel card transactions
• This is a role where attention to detail, organisation, and proactive communication will set you apart.

We’re looking for someone who thrives in a dynamic environment and enjoys supporting a team to succeed. You’ll bring:

• Strong time management skills, with the ability to meet deadlines and achieve objectives
• A collaborative mindset and the ability to work effectively as part of a team
• Excellent communication skills, with confidence liaising with both internal and external stakeholders
• Flexibility and a willingness to support colleagues where needed
• Strong IT skills, particularly in Microsoft Office programmes such as Excel, Word, Access, and PowerPoint
• Experience using systems such as GIS/mapping tools (e.g. OneMap) and SAP (desirable)
• A full driving licence and access to a suitable vehicle for travel to off‑site meetings
• A minimum Level 2 education (GCSE or equivalent), including Maths and English (A-C), along with excellent organisational skills

Please note: this role may not be eligible for visa sponsorship.

• 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 - £30,177

Work Type - Onsite

Job Location - Ellesmere Port WwTW Little Staney, Nr. Chester, Cheshire CH2 4HZ

Role Type - Permanent

Employment Type - Full Time

Working Hours - 37 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.