Customer Incident Responder

This is a really exciting opportunity to join our Customer Incident Response Team. This role will play a key part of delivering our customer response during incidents within our patch. You’ll get the chance to make a difference for our customers when it really counts.

This role can be based out of one of our many sites across London or Thames Valley and will involve regular travel across our region. A company van is provided.

What you’ll be doing as a Customer Incident Responder

• Setting up and operating bottled water stations during incidents.
• Supporting small incidents with distributing bottled water direct to our vulnerable and non-vulnerable customers.
• Developing site specific arrangements for specialist customers such as Hospitals
• Working in compliance with Company procedures including Water Hygiene regulations and Health & Safety.
• Provide support to our customer response during other incidents e.g. distributing letters to customers in support of waste incidents.
• Driving company-provided van in accordance with road traffic legislation at all times.
• When not at an incident, you’ll carry out a range of customer-focused duties, many of which will help us be as prepared as we can be for any incidents that may arise, such as delivering water to our most vulnerable customers, and scoping out sites to use as bottled water stations. The role provides the opportunity to work in a dynamic environment at the heart of our customer incident response.

What you should bring to the role

• Understanding of and experience working within operational procedures, ideally within the water sector
• Ability to meet physical demands of the role e.g. manual handling
• A full valid UK driving license & be a confident driver
• Be a strong and clear communicator and deliver our values
• There is a degree of Lone Working so the ability to work on your own is required
• Ability to work outside in all conditions
• Previous customer service experience
• Fully proficient at using IT systems as you will be required to communicate via a portable device
• Be a team player and support co-workers

What’s in it for you?
This is a perfect opportunity for people looking for a challenging, yet busy and exciting role.

This is a field-based role covering the London and Thames Valley patch and a company van will be provided. 

This role works on a 16 week shift pattern with rotating shift times of either 06:00-15:30 or 12:30-22:00. There is also a requirement for weekend working on a rotating basis.

• Starting salary of £23,000 per annum increasing with experience and skills
• 24 days holiday per year increasing to 28 with the length of service (Plus bank holidays)
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution
• Personal Medical Assessments – Open to all once a year
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing

Who are we?
Our business continues to operate as usual, delivering our essential services to around 16 million customers across London, Thames Valley and the Home Counties'. 
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

Working at Thames Water
At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

Find out more about working at Thames Water.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.