United Infrastructure Ltd
Customer Care Manager
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United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects, across the utility and social infrastructure sectors. Our team of highly skilled and hardworking specialists deliver innovative solutions to the complex challenges our clients face.
Our company is split into two business areas:
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Utility Infrastructure – Our team of Utility Infrastructure specialists design, build and maintain critical water, energy (gas), power and telecoms infrastructure, for the UK’s largest network owners and operators.
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Social Infrastructure - Our team of Social Infrastructure specialists revitalise homes and communities by carrying out a wide range of work, from retrofit to refurbishment, and maintenance.
Equal Opportunities Statement - At United Infrastructure, we are committed to making every interaction a positive and inclusive experience. If there is anything we can do to support you, remove barriers, or make the process more accessible, please let us know — we want this to be the best possible experience for you.
About the Role
We’re looking for a motivated and people-focused Customer Care Manager to join our growing utilities team. You’ll play a key role in leading our customer care advisors, ensuring every customer receives exceptional service, quick resolutions, and a positive experience — whether that’s over the phone, by email, or through digital channels.
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You’ll act as a mentor and escalation point for your team, supporting them to deliver outstanding results while ensuring compliance with industry standards and company values. If you’re passionate about developing people and improving customer journeys, this role is for you.
What You’ll Be Doing
- Acting as the main point of contact for complex or escalated customer issues.
- Monitoring service levels and performance metrics (e.g. response times, complaint resolution).
- Supporting vulnerable customers and ensuring regulatory compliance (Ofwat, or equivalent).
- Identifying process improvements and working cross-functionally to implement positive change.
- Producing and sharing performance insights to continuously enhance customer experience.
Qualifications
What We’re Looking For
- Experience in a customer service leadership or supervisory role — ideally within utilities or another regulated industry.
- Excellent communication, empathy, and problem-solving skills.
- Confidence using computer systems.
- Strong organisational skills with an eye for continuous improvement.
Desirable
- Understanding of Ofwat standards or experience supporting vulnerable customers.
- Familiarity with smart metering, billing, or field service operations.
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Join us at United Infrastructure and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.
Here at United Infrastructure, we invest in our people and firmly believe that our workforce is our most valuable asset. A driving force for success and the core to achieving our vision of creating a connected and sustainable future, our team is the heart of our organisation.
Are you looking to be part of an exciting journey within an evolving business? Want to learn something new, every single day? Then you’ve come to the right place. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.
A fast-paced, diverse, and hugely ambitious business, we welcome challengers, innovators and people who embrace change. Establish yourself in a creative environment that champions freedom of expression, and supports you in your personal and professional development – because together, we achieve more.
Ready to take the next step in your career?
United Infrastructure operates a direct sourcing model and does not accept speculative CVs from recruitment agencies. Any CVs submitted without prior agreement will be considered a gift and the candidate will be deemed to have been introduced directly. No fees will be payable in these circumstances.
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