Service Recovery Case Manager — Customer Champion

United Utilities; Warrington; Hybrid; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Annual leave 26 days

Pension scheme with up to 14% employer

Performance-related bonus up to 7.5%

Healthcare plan

Gym discounts

Best Doctors

Salary Finance

EVolve Car Scheme

Employee Assistance Plan

Mental health first aiders

ShareBuy

Enhanced parental leave schemes

Job summary

United Utilities in Warrington is seeking a Case Manager (Service Recovery) to champion the customer experience, own contacts from receipt to resolution, and ensure swift, thorough follow-up.

You will handle phone and written communications with empathy, work within regulatory requirements, and collaborate across teams to deliver effective, one-and-done outcomes while aiming to prevent regulator escalation.

Qualifications

• Working experience of Microsoft Office applications.
• Excellent written and verbal communication skills.
• Tenacious, resilience and negotiation skills.
• Ability to work as a team to deliver high performance.
• Ability to deal professionally with internal and external colleagues across all levels.
• Understand and work within regulatory rules for handling written and telephone contacts.
• Manage own workload and work under own initiative and to strict deadlines.

Responsibilities

• Provide the highest levels of customer satisfaction and service at each customer contact, regardless of source.
• Own a customer contact from receipt through to resolution, ensuring promised actions are completed and the customer is kept up to date at all times.
• Act as the customer champion, liaising with stakeholders to get to the right resolution quickly.
• Escalate to a Manager when it doesn’t feel right.
• Strive for telephone resolution.
• Ensure systems notes and records are updated in line with regulatory requirements.
• Take escalated cases at stage 2/step 2 of the complaints process to prevent regulator escalation.
• Identify business improvements and provide feedback to case owners on repeat contacts.
• Carry out closure calls to ensure customer satisfaction with the resolution.
• Proactively contact customers identified as requiring outreach.

Skills

Microsoft Office

Customer communication

Professionalism

Team collaboration

Negotiation

Regulatory compliance

Time management

Job description

United Utilities in Warrington is seeking a Case Manager (Service Recovery) to champion the customer experience, own contacts from receipt to resolution, and ensure swift, thorough follow-up.

You will handle phone and written communications with empathy, work within regulatory requirements, and collaborate across teams to deliver effective, one-and-done outcomes while aiming to prevent regulator escalation.