Established in 2013, Sapphire Utility Solutions has quickly become the partner of choice for many clients across the UK in our chosen markets. We provide award winning services to the clean water, wastewater, gas, multi utilities and the highways sector. We are passionate about working alongside our client’s and partners to maintain the utility services essential to modern life throughout the UK. About the Role: Reporting to the Waste Water Scheduling Manager, the Waste Water Team Manager's main duties are to manage the Customer Team based within the United Utilities Head Office for Sapphire Utility Solutions. You will monitor and report on department and contract performance whilst driving customer improvement by working with relevant stakeholders. Please note, this role is a fixed term contract of 12 months. Location: United Utilities building, Haweswater House, Lingley Mere, Great Sankey, Warrington. Hours: Rolling 5 week rota, 30 hours per week over evenings and weekends Salary: £27,000 per annum Overtime paid at 1.5 Responsibilities – but not limited to: Provide in-depth training in accordance with each individuals requirements Work with others to identify training & coaching needs Monitor & Maintain training documents Provide management support within the Validation team Maintain performance and internal/external SLAs Own and drive an efficient scheduling/case owner back office team and Maintain agreed standard of KPIs and ODIs Responsible for all systems to be fully maintained Full compliance of CMEX Drive change within the team including any wider team support Working with all staff to ensure everyone has continuous training and support when needed Escalating issues as they arise in a busy environment to team managers and scheduling manager Experience and qualifications required for the role: Demonstrate knowledge of regulatory customer service standards Detailed knowledge of service level agreements across the Network Alliance Sound knowledge of escalation processes Detailed knowledge of wastewater processes Educated to at least GCSE level (including ‘C’ or above passes in English and Mathematics) Good of all internal/external systems A high degree of social skills for working in a customer orientated environment. Previous customer contact experience (face to face, phone or internal customers) What you will get in return: In joining Sapphire Utility Solutions as part of the Lanes Group - the UK’s largest independent provider, we are committed to fostering a workplace culture that prioritises the well-being, growth, and safety of our employees. Through continuous training, professional development opportunities, and a supportive environment that values every individual's unique contribution, we empower our team to uphold the highest standards of integrity, collaboration, and inclusivity. What we offer: Pension Death in service Employee assistance programme 24 days holiday plus bank holidays Modern, restaurant and outdoor seating Subsidised gym onsite Car parking Modern Office Environment This position is open to Internal and External candidates. Any internal candidates currently employed within a division of the Lanes Group must complete an Internal Application form and submit to recruitment. The Lanes Group plc comprises of a range of established service providers subsidiaries, which complement the specialist service of Lanes, by both work type and geography. Increasing our overall capability, assets and offering to our customers. Lanes - https://www.lanesgroup.com/ Lanes I - https://lanes-infra.com/ SUS - https://sus.co.uk/ Clearflow - https://www.clearflowltd.com/ AQS - https://aqsenvironmentalsolutions.ie/ We are an equal opportunities employer and welcome applications from under-represented members of the community Strictly no agencies please LAN