Customer Support Technician in Kendal

We’re looking for a Customer Support Technician to join our Wastewater Network Team in a fully field‑based role. You’ll play a key part in identifying and resolving issues on the public sewer network, working directly with customers at their properties to investigate drainage concerns and apply the appropriate solutions. In this role, you will gather accurate data on site and produce detailed reports using United Utilities’ corporate IT systems for every incident you attend. As the face of United Utilities, you’ll deliver outstanding customer service—often in challenging situations and all weather conditions. This position operates on a rotating 10‑hour shift pattern, averaging 37 hours per week across Monday to Sunday, with shifts scheduled between 08:00 and 22:00.

Accountabilities And Responsibilities

• On-site assessment of customer problems and initiation of remedial work.
• Provide excellent customer service.
• Responsible for the health and safety on-site.
• Driving first time resolution of customer issues.
• Keeping customers informed and managing customer expectations.
• Collecting information and data from site and producing reports of a high quality.
• Capturing regulatory data on corporate IT systems.
• Updating sewer maps.

Skills And Experience

• Strong communication skills (written and verbal), excellent customer service, and the ability to manage expectations professionally.
• Highly organised with effective time‑management, able to prioritise and remain calm under pressure while working independently.
• Logical problem‑solving skills, capable of coordinating third‑party contractors and producing accurate, clear data for regulatory purposes.
• IT literate, fully mobile across a wide operational area, and holding a full UK driving licence.
• Knowledge of wastewater network operations (desirable).
• At least 5 GCSE's (or equivalent) grades A-C including Maths and English.

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.
• MyGym Discounts - 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.
• Share Buy MORE Choices flexible benefits.
• Enhanced parental leave schemes.

About Us

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. 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.