Drainage Support Officer

United Utilities; Ellesmere Port; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Annual leave 26–30 days

Pension up to 14%

Bonus up to 7.5%

Healthcare plan

Gym discounts

Extended benefits

Job summary

United Utilities is seeking a Drainage Support Officer to join a busy, multi-functional Drainage Area team in Ellesmere Port. You will process outputs, monitor schedules, and manage customer interactions to ensure a high-quality service across the wastewater network.

Role requires attention to detail, strong organisation, and proactive communication. Benefits include generous leave, pension contributions, bonus potential, and healthcare benefits.

Qualifications

• Minimum Level 2 education (GCSE or equivalent) including Maths and English (A–C).
• A full driving licence and access to a suitable vehicle for travel to off-site meetings.
• Strong IT skills, particularly in Excel, Word, Access and PowerPoint.
• Experience with GIS/mapping tools is desirable (e.g., OneMap).
• Familiarity with SAP is desirable.

Responsibilities

• Coordinate internal and external communications, including written complaints and information requests, and assign them to the appropriate team members.
• Monitor and track complaints and enquiries to ensure SLAs are met.
• Support SIM/CMEX teams by allocating customer contacts and identifying unresolved cases or potentially dissatisfied customers.
• Provide administrative support at meetings, including note-taking and distributing minutes.
• Track action logs, monitor progress, and escalate where necessary.
• Manage vehicle, tools, and equipment inventories.
• Oversee stock control and procurement of PPE, tools, uniforms and stationery.

Skills

Time management

Teamwork

Communication

IT skills

Education

GCSE Maths & English

Tools

GIS/OneMap

SAP

Microsoft Office

Job description

The role:

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.

What you’ll be doing:

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.

What you’ll bring:

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.

What we offer:

• 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.