Technical Support Officer

Job Description

Salary - £51,233
Work Type - Onsite
Job Location - Worthington Water Treatment Works, Chorley Road, Standish, Wigan, Manchester, WN1 2UY
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

The Role

Improve, maintain and minimise any risk to our performance and standards, i.e. the continuous supply of quality water, delivered in a safe and efficient way, focusing on day-to-day operations within a defined geographical area.

Provide front-line technical support to Water Network Technicians (WNTs) both in-day and out of hours in order to maintain performance and standards. Provide technical support and customer focus to all planned network interventions ensuring no adverse effect on performance, standards and customer experience (C-MeX).

Act as the team focal point for interactions with the Network Performance and Leakage Optimisation teams.

What You Will Be Doing:

• Technical escalation and incident leadership: Act as first point of escalation for WNTs, provide in‑ and out‑of‑hours technical support, serve as Forward Incident Controller during incidents, and lead post‑incident reviews and actions.
• Risk management and service protection: Ensure all planned network interventions are robustly risk assessed with effective contingency plans, escalating threats to service delivery and securing approvals and resources as required.
• Operational coordination and strategy delivery: Implement DOMS, support IAP and Drinking Water Safety Plans, and act as the focal point between WNTs, Network Performance, Leakage, and the wider business to drive timely delivery of actions.
• Technical assurance and regulatory compliance: Provide technical support to the Water Network Manager, manage customer complaints and network issues, deliver regulatory commitments, and ensure accurate reporting of events and performance data.
• Collaboration, improvement, and customer focus: Support complex jobs and projects (e.g. PMVs, meters, mains improvements), liaise with external stakeholders, promote customer‑focused working, and capture and share lessons learned to improve capability and performance.

What We Are Looking For:

• Confidence and ability to propose and/or make decisions affecting the operation and performance of the network assets.

• Extensive experience and technical knowledge of water network processes, gained through experience in the field.

• Problem-solving focus, with ability to guide and up-skill others when implementing complex solutions.

• Good planning and organisational and problem-solving skills

• Ability to identify and develop solutions to a wide range of technical and analytical problems.

• Technical knowledge of relevant Business systems

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.