Support Services Analyst

The Role

We have an exciting opportunity for a Support Services Analyst to join our Support Services Team! Reporting in to a Response Centre Leader, you will become a part of the ICC family. Working closely with several high performing teams in a fast paced, reactive environment.

The role of a Support Services Analyst includes extensive system checking, identifying errors within INS and correcting/processing information through to our Alliance Partners. You will also ensure all Service Level Agreements are adhered to when raising both internal and external works. In addition, you'll respond to network and field queries and support during incidents, System Down and CMeX submissions.

What You'll Be Doing

• Monitor and maintain data accuracy by performing hourly INS checks, correcting internal and external work errors, and creating follow-on works when required.
• Manage third-party and external work processes, including damage claims, consequential damage charges, and SLA amendments.
• Coordinate with key stakeholders such as Fire & Rescue Services, Councils, Streetworks Teams, and customers to arrange repairs, maintenance, and appointments.
• Provide operational support to field teams and ICC teams during system downtime, incidents, and CMEX submissions, ensuring continuity of service.
• Handle urgent and planned work requests, including raising traffic management jobs, processing hydrant repairs, and responding to case actions and emails.
• Act as a central point of contact, taking incoming calls from field staff and partner teams, resolving queries, and supporting network managers and office-based teams.

This role may not be eligible for sponsorship

What You'll Bring

• Business acumen required as Support Services deal with several high priority external organisations such as Fire and Rescue Services, County Councils, Legal Solicitors etc.
• A full and complete understanding of Clean and Wastewater processes is required along with a good knowledge of all of our escalation processes.
• Informed knowledge of Service Level Agreements, policies and processes across the Alliance.
• Detailed knowledge of water and Wastewater crib sheets/Commercial Awareness.
• In-depth knowledge of INS systems and reporting, GIS, Insight, Jira, Aqua Vista (onemap) SAP, CCMA.
• Able to deal with confidential/highly sensitive information in a professional manner.
• Financial Awareness of jobs and additional costs that may be involved.
• H&S awareness and discretion to add Warning/Violence Indicators to customer contacts while still adhering to Data Protection

What We Offer

• 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

Salary - £34,890
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.

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.