Customer Support Officer

Job Description

Join United Utilities as a Customer Support Officer and become part of a highly experienced and supportive Integrated Network Delivery team. This close-knit team brings together a wealth of expertise, with over 170 years of combined experience, creating a collaborative environment where knowledge is actively shared and support is always available.

In this role, you will take ownership of customer communications from first contact through to resolution, ensuring every interaction is handled with empathy, clarity, and professionalism. You will play a key role in helping customers understand often technical information by explaining it in a clear, accessible way. Working in a fast-paced environment where no two days are the same, you will manage your own workload, take a proactive approach to problem solving, and deliver a consistently high standard of service.

Key Responsibilities

• Take full ownership of customer enquiries from receipt through to resolution using the NWSC case action process across letter, email, and outbound telephone contact, while maintaining accurate and up to date records across corporate systems
• Create and deliver clear and engaging customer communications including campaigns, written responses, guidance materials, and mail merge activity
• Monitor customer trends and reduce avoidable contact and complaints through targeted engagement
• Attend Planned Delivery Customer Impact Assessment meetings and coordinate all agreed actions including template completion and PSR reviews
• Develop and maintain high quality knowledge pages, ensuring content remains clear, relevant, and regularly updated
• Support delivery partners Ipsum and Alliance Flood Solutions to ensure all customer commitments are met
• Coordinate customer appointments for Integrated Network Delivery Project Engineers while supporting associated administrative activity
• Process customer payments accurately including regulatory GSS, goodwill, and annual payments
• Deliver training sessions and briefings to promote best practice and drive continuous service improvement

Skills and Experience

• Strong interpersonal and communication skills with the ability to engage confidently at all levels and explain technical information in a clear and accessible way
• Excellent written and verbal communication skills with strong attention to detail
• Knowledge of regulatory reporting requirements for wastewater networks and complaints processes including DG7 and CMEX, with an understanding of performance commitments such as ODI delivery
• Proficiency in Microsoft Office including Word, Excel, PowerPoint, and databases, alongside experience with systems such as INS, Mitigation Database, WIRS, OneMap, and ALTO
• Good understanding of wastewater operations including reactive processes, maintenance programmes, flood mitigation, and planned works delivery
• Awareness of United Utilities responsibilities relating to GSS and compensation payments, supported by strong commercial awareness
• Ability to identify customer risks, take proactive steps to mitigate them, and respond effectively to changing priorities and project timescales
• Highly organised with the ability to manage workload, prioritise effectively, and meet targets in a fast paced environment

Why This Role

This is an opportunity to join a genuinely supportive and collaborative team where experience is shared and people are always willing to help each other succeed. You will gain exposure to a wide range of operational activities while building valuable skills in customer communication, problem solving, and stakeholder engagement.

Benefits

• 26 days annual leave rising to 30 with service, plus bank holidays
• Competitive pension with up to 14% employer contribution and life cover
• Performance related bonus of up to 7.5% plus recognition awards
• Company funded healthcare plan and wellbeing support including mental health resources and Employee Assistance Programme
• Access to discounts, gym savings, and flexible benefits through MORE Choices
• Financial wellbeing support including Salary Finance and Wealth at Work
• Electric vehicle scheme and ShareBuy options
• Enhanced parental leave

If you are organised, proactive, and passionate about delivering excellent service, this role offers the chance to make a real impact while developing your career in a team you can rely on.