Core Repair and Maintenance Performance Manager in Nottingham

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.

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:

• 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
• Enhanced parental leave schemes

Job Purpose

To support the Water Framework Manager as a key interface between UU water services and the primary contract partners that work on our behalf on our network. Management of our core water partners on our Network Maintenance Service (NMS) framework to ensure they meet operational need, deliver within key contracts KPIs, KPMs and SLAs, and provide value for money service for our customers, inclusive of day-to-day management of contractor performance quality including all aspects of the R&M budget.

Accountabilities & Responsibilities

• Identify contractual opportunities for improvement in service provision, designing lean processes, and support achievement of objectives and regulatory goals alongside the Water Framework Manager.
• Manage further work process and ensure that all follow-on works are completed efficiently, cost-effectively, and to the highest standards of customer satisfaction.
• Support to ensure clear accountabilities for partner facing processes across the Network and Delivery teams to define roles and responsibilities and foster collaboration.
• Streamline decision-making, enabling quick and effective resolutions, and maximising the value of every further work solution delivered.
• Manage relationships with contract partners, including supporting the management of escalations and incidents, performance assurance and improvement, partner resourcing and medium-term programme management and outlook.
• Track key performance metrics relating to H&S performance and compliance, streetworks, and workbank/completion/dwell/cycle time dynamics.
• Identify commercial and operational efficiency opportunities, reducing operating costs, eliminating duplication, and ensuring cost-effective operations.
• Customer contact management to meet Service Level Agreements (SLAs) and regulatory requirements and minimise service failures.

Technical Skills & Experience

• Experience working across internal stakeholders and managing competing demands.
• Analytical skills and an ability to identify, develop and implement solutions to a wide range of financial challenges.
• Passionate about service excellence, improving customer experience, and driving satisfaction through effective communication skills.
• Ability to react and adapt to changing circumstances, ensuring effective decision-making.
• Demonstrates a good understanding of contract management.

Essential Qualifications

• Full UK Driving License

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.