Field-Based Water Wastewater Technician & Customer Support

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

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.