Customer Case Manager (Developer Services)

Salary - £34,577
Work Type - Onsite
Job Location - Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP
Role Type - Permanent
Employment Type - Full Time
Working Hours - 37.0 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.

Benefits

• 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

Job Purpose

We have a great opportunity for two Customer Case Manager (Developer Services) to join us. You will play a role in driving C-Mex Performance by providing world class customer service and acting as a customer champion across the life cycle of their project.

Accountabilities & Responsibilities

• Provide the highest levels of customer satisfaction and service at each customer contact, regardless of source
• Vetting of new applications and proactively engaging with the customer to ensure expectations are set and all customer requirements are met
• Identify potential delays to water delivery date and liaise with all stakeholders to minimise the risk/delay
• Liaise with partner resource to ensure appointments are planned in and completed to customer expectations
• Issue instructions and work orders to our contract partners to ensure new connections are completed within customer expectations
• Adherence to all Developer Services key performance indicators

Technical Skills & Experience

• A comprehensive understanding of C-MeX
• Excellent communication (written and verbal), customer service and organisational skills
• Excellent ability to solve problems
• Tenacious and resilience skills
• Ability to deal professionally with internal and external stakeholders across all levels
• Manage own workload and work under own initiative and to strict deadlines

About the Team

• Take ownership of customer journeys from start to finish, ensuring consistent communication between internal teams, contract partners, and customers to provide excellent service.
• Use your expertise and resilience to proactively identify and resolve issues, keeping customers jobs on track while minimising delays through the lead replacement scheme.
• Work closely with field-based teams and stakeholders, ensuring accurate information transfer and delivering tailored solutions for customer needs.
• Ensure all new applications, work orders, and customer journeys are processed efficiently and accurately within SLAs.
• Play a key role in improving C-MeX performance, maintaining strong customer relationships, and making every interaction a positive one.

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.