United Utilities
Service Recovery Manager
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Service Recovery Manager
Service Recovery Manager
The Role
At United Utilities, every customer interaction matters. While the vast majority of our customers receive a great service, when things don’t go as planned, our Service Recovery team steps in to make things right.
We’re looking for an experienced Service Recovery Manager to lead multiple operational teams responsible for handling complex customer complaints, compensation processes and high-profile customer escalations. This is far more than a traditional contact centre management role—it’s an opportunity to influence customer outcomes, improve regulatory performance, and help shape how we continually improve our service.
Working closely with senior leaders across the business, you’ll create an engaged, high-performing environment where quality, efficiency and customer outcomes go hand in hand.
What You'll Be Doing
You’ll lead a number of Team Leaders and their wider operational teams, ensuring customers receive fair, timely, and high-quality complaint resolution while meeting our regulatory commitments.
You’ll be responsible for:
- Leading and developing multiple operational teams, creating a positive, high-performing culture.
- Driving excellent customer outcomes across complex and escalated complaints.
- Balancing operational efficiency with quality and regulatory compliance.
- Managing complaint performance against service level agreements, including our 10-working-day resolution target.
- Using complaint insight to identify opportunities for continuous improvement across the wider business.
- Supporting the handling of high-profile customer escalations, including complaints received by senior executives.
- Building strong relationships with stakeholders across operational, billing, and customer service teams.
- Ensuring robust governance, accurate reporting, and compliance with regulatory requirements.
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About You
We’re looking for an experienced operational leader who enjoys solving complex problems and thrives in a fast-paced environment where no two days are the same.
You’ll bring:
- Significant experience leading managers and multiple operational teams.
- A strong background in complaints, customer resolution, or service recovery.
- Experience working within a regulated environment, such as utilities, energy, telecommunications, financial services, or an Ombudsman organisation.
- The ability to investigate complex customer journeys, make balanced decisions, and identify the right outcomes.
- Experience managing performance, quality, productivity, and customer satisfaction.
- Strong stakeholder management skills with the confidence to engage senior leaders.
- Excellent coaching and leadership capability, creating engaged, resilient, and high-performing teams.
- Strong analytical skills with the ability to use insight to improve customer experience.
Why This Role
This is a highly visible leadership position with exposure across the organisation, including senior stakeholders. You’ll play a key role in helping us strengthen how we resolve complaints, improve customer trust, and prepare for an evolving regulatory landscape.
If you’re passionate about delivering excellent customer outcomes, leading exceptional people and making a genuine difference, we’d love to hear from you.
What You'll Love About Working Here...
We offer:
- 26 days annual leave, increasing to 30 days after four years (with an additional day per year), plus 8 bank holidays.
- A competitive pension scheme with up to 14% employer contribution (21% combined with life cover).
- A performance-related bonus scheme of up to 10.5% and recognition awards for outstanding achievements.
- A comprehensive healthcare plan through our company-funded scheme.
- MyGymDiscounts – gym and wellness benefit offering up to 25% off gym memberships and digital fitness subscriptions.
- Best Doctors
- Salary Finance
- Wealth at Work courses
- Exclusive deals and discounts
- EVolve Car Scheme
- Employee Assistance Plan
- Mental health first aiders
- ShareBuy
- MORE Choices flexible benefits
- Enhanced parental leave schemes
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About Us
Basic Information
- Salary: Competitive Salary
- Work Type: Onsite
- Location: Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP
- Role Type: Permanent
- Employment Type: Full Time
Our 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.
United Utilities values diversity, inclusion, and innovation in its workplace, fostering a culture where our people can grow, excel, and be themselves. We uphold our ethics, values, and business model to fulfil our mission, setting clear goals and objectives for sustainable long-term value for our colleagues, customers, and communities. Whether you join a team aligned with your vision or a network of peers with similar interests, you’ll find a welcoming and supportive organisation.
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