Affordability Outreach and Engagement Manager

Job Description

Salary - £45,418
Work Type - Hybrid
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

About the Role

The Affordability Outreach & Engagement Manager plays a critical role in expanding the reach and impact of United Utilities’ affordability programmes across the North West. The role leads targeted community engagement, builds strategic partnerships, and drives uptake of affordability support to help reduce water poverty. Acting as a primary external representative for the organisation, the postholder develops and manages relationships with money advice providers, community organisations, and regional stakeholders to maximise awareness and utilisation of our affordability schemes.

The role contributes directly to departmental and organisational affordability objectives by shaping promotional strategies, coordinating outreach activity, delivering training, and overseeing the Hardship Hub.

It requires strong stakeholder management, data-driven decision-making, and the ability to work collaboratively across internal teams to support wider customer and regulatory outcomes. The postholder also leads the Better Together trusted partnership initiative, ensuring that United Utilities’ tiered support model is effectively aligned with regional partner services.

Flexibility to work evenings and weekends is required to support delivery of external events and maximise customer reach.

Accountabilities & Responsibilities

• Partnership Development & Stakeholder Engagement: Build and manage effective partnerships with organisations such as DWP, Citizens Advice and regional Money Advice providers to increase awareness and uptake of affordability support.
• Outreach, Promotion & Campaign Delivery: Develop and deliver targeted communications and outreach activity, including newsletters and partner engagement content, to strengthen awareness of UU’s affordability offer.
• Targeted Engagement & Insight-led Delivery: Use data and insight to identify hard-to-reach communities, shaping focused outreach plans that drive measurable improvements in engagement and uptake.
• Programme Delivery & Continuous Improvement: Support and develop key initiatives such as the Better Together partnership and Community Champions programme, ensuring effective delivery, growth and ongoing improvement.
• Cross-Organisational Collaboration: Plan and deliver events and campaigns in partnership with internal teams and external organisations, embedding affordability support across customer and operational activity.
• People Management & Operational Leadership: Manage and support the Outreach & Engagement Officer, providing day-to-day leadership and ensuring delivery aligns with regulatory requirements and organisational priorities.

Technical Skills & Experience

• Strong ability to engage confidently and positively with diverse customers, communities and stakeholders across multiple channels, demonstrating integrity, sensitivity and empathy.
• Robust understanding of United Utilities’ affordability schemes and how they contribute to reducing income deprivation across the North West.
• Strong influencing and negotiation skills, with experience building and maintaining strategic partnerships with community organisations, charities, public bodies, and sector partners.
• Experience producing and delivering high‑quality presentations and communications tailored to partners, community groups and internal audiences.
• Good financial awareness and understanding of vulnerability, debt issues, utility regulation and emerging consumer trends.
• Ability to interpret, analyse, and use data to inform decision‑making and demonstrate the impact of engagement activity.
• Strong organisational and planning skills, with the ability to manage competing priorities and work independently to deliver strategic outcomes.
• Clean driving licence with ability to travel across the region.

Additional Information

Use of personal car is essential for this role.

• You will be required to travel to community events across the North West region to raise awareness of United Utilities affordability offer.
• Milage will be paid for travel - business use car insurance is a requirement.

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.