Customer Care Leader — Utilities & Compliance

United Living; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

United Infrastructure is seeking a motivated Customer Care Manager to lead our utilities team. You’ll mentor customer care advisors, ensure exceptional service, quick resolutions, and a positive experience across phone, email, and digital channels.

You’ll act as a mentor and escalation point, drive performance, ensure regulatory compliance (Ofwat or equivalent), and identify improvements to customer journeys while delivering measurable results.

Qualifications

• Experience leading a customer service team in utilities or a regulated sector.
• Strong communication and empathy in stakeholder interactions.
• Proven ability to improve customer journeys and service levels.
• Comfort with data and performance metrics to drive improvements.

Responsibilities

• Acting as the main point of contact for complex or escalated customer issues.
• Monitoring service levels and performance metrics (e.g. response times, complaint resolution).
• Supporting vulnerable customers and ensuring regulatory compliance (Ofwat, or equivalent).
• Identifying process improvements and working cross-functionally to implement positive change.
• Producing and sharing performance insights to continuously enhance customer experience.

Skills

Customer service leadership

Communication skills

Empathy

Problem-solving

Organisational skills

Job description

United Infrastructure is seeking a motivated Customer Care Manager to lead our utilities team. You’ll mentor customer care advisors, ensure exceptional service, quick resolutions, and a positive experience across phone, email, and digital channels.

You’ll act as a mentor and escalation point, drive performance, ensure regulatory compliance (Ofwat or equivalent), and identify improvements to customer journeys while delivering measurable results.