Priority Service Manager

Priority Services Manager

Salary - Competitive salary

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.

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
• Car cash allowance - £5,000
• Up to 20% 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 a rewarding career that combines your knowledge of customer vulnerability strategies practice and your passion for operational customer service delivery? If yes, then we have a fantastic opportunity for you at United Utilities (UU) as our Priority Services Manager. This is an exciting and crucial role made available through internal promotion to make a real difference across the business as we step into our next huge phase of growth and transformation, known as AMP 8 in the water sector.

As part of this role you will be accountable for developing a vulnerability strategy that meets the needs of customers who need additional help and support. Ensuring operational delivery, and continuous improvement to deliver a best in sector service for our priority service customers.

Accountabilities & Responsibilities

This covers all elements of the priority services scheme including:

• Developing a vulnerability strategy that meets the needs of customers who need additional help and support
• Ensuring processes that sit behind the operation of the scheme are in line with UU’s strategy and meet vulnerability external accreditation standards
• Driving and delivering service improvements, looking at innovative ways to deliver enhanced services to a growing customer segment.
• Ownership of third party relationships that support the delivery of enhanced service offering to customers
• Reporting on the performance of the scheme including regulatory reporting and ODI reporting
• Owning service recovery for sensitive customer scenarios and leading vulnerability cells during operational incidents.
• Leading on vulnerability for the company on industry forums, regulatory responses and returns

Technical Skills & Experience

• Educated to degree level, or equivalent level of experience, having operated at a senior level for a number of years
• Extensive experience of utility operations or strong background in delivering a vulnerability offering
• Ability to influence change
• Ability to operate at a senior level, and influence across business areas
• Strong communication skills both written and verbal, and ability to present to both internal and external audiences.
• Ability to manage customer complaint escalations and meet the needs for our customers

This role may not be eligible for the visa sponsorship

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.