Field Operations Manager

Salary - Competitive

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

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 10.5% 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

Are you looking for an exciting and rewarding career that combines your experience in field operations, leadership and the ability to branch out into other areas to support our customers here in the North West? This is an exciting and crucial role to make a real difference across the Meter Reading field operation as we step into our next huge phase of growth and transformation, known as AMP 8 in the water sector. Covering the South region of the North West (Merseyside/Cheshire/South Manchester) you will manage the field services teams delivering strong meter reading performance, assisting customers with water efficiency audits and any billing related issues and support. This role will be home based working across our Southern region of the North West providing leadership and strong performance management across the team and working collaboratively with our billing teams, metering teams and external Retailers. Being visible with the field teams throughout the week will be required as part of this role so a driving license is essential.

Accountabilities & Responsibilities

• Drives company policies, procedure and codes of practice to carry out tasks / resolve issues
• Managing our 4 core field services in the south region of meter reading services, water efficiency services, affordability & billing support services.
• Communicate with customers, agents and other stakeholders providing key insight into our field operations performance
• Lead, coach and support a high performing team by providing expert advice, guidance and on-the-job training
• Develop, implement and control operational plans and budgets, monitoring resource and work scheduling activities
• Assist the Field Services Manager in developing, communicating and implementing the strategic departmental plan
• Responsible for managing customer complaints and escalations to a satisfactory resolution, retaining a positive company reputation with local stakeholders and third parties and are in line with United Utilities (UU) operational policies and practices, and lead safe working environment in UU.
• Monitor and effectively manage performance of the customer team on safety, service, quality, efficiency and customer service measures via regular field visits (including visiting customers).
• Responsible for all HR activities relating to the management of their team, including regular 1-2-1s, team briefs and performance reviews, owning the teams succession plan, identification of essential training, managing sickness, absence, health and safety, and, when appropriate, disciplinary matters.

Technical Skills & Experience

• Significant experience in managing a team in a busy field operations environment
• Demonstratable experience in people and resource management
• A good understanding of health and safety best practice in line with ISO requirements
• A good understanding of the appropriate implications of challenges within a utilities/service market and managing a field operations team
• Wide general knowledge of the Meter Reading Operations activity, key processes, reports and interfaces with internal departments

Qualifications

• Must have a good working knowledge of current H&S legislation
• Detailed knowledge of the Energy Services Sector
• Wide general knowledge of the Meter Operations activity, key processes, reports and interfaces with internal departments in SESL as well as strategic partners and third party/agency suppliers.

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.