Customer Incident Responder

Looking for a Fresh Start or a New Challenge? Join Our Team!

We’re hiring Customer Incident Responders—a crucial role where you’ll ensure customers receive alternative water supplies with a smile when their taps stop flowing. You’ll be out on the road in all weather, making a real difference every day.

We provide pre-planned work schedules and fully equipped, branded vans so you can respond quickly and efficiently.

This role is based at one of our many locations across London and the Thames Valley. Your starting point should be within the Thames Water catchment area, with regular travel across the region.

Ready to make an impact? Apply today!

What you’ll be doing as a Customer Incident Responder

• Support both small and large-scale incidents by distributing bottled water to vulnerable and non-vulnerable customers.
• Set up, manage, and support bottled water stations as needed.
• Develop site-specific plans for key stakeholders, including hospitals, prisons, and schools.
• Assist in customer response efforts during incidents.
• Communicate effectively with colleagues and customers to ensure smooth operations.
• Drive a company-provided van safely, adhering to all road traffic regulations.
• Maintain the vehicle in good condition and report any issues promptly.
• When not responding to incidents, we carry out various customer-focused tasks to enhance our preparedness for future events.

This role offers the opportunity to work in a fast-paced, dynamic environment, playing a key part in our customer incident response team.

Base Location: Hybrid/Reading (Kemble Court)

Working Pattern: Shifts: AM & PM. You may start as early as 06:00hrs in the morning and can finish as late as 22:00hrs. This role works on a 16-week rotation shift pattern.

What you should bring to the role

• Physically capable of handling the demands of the role, including manual handling.
• Hold a full, valid UK driving licence and be a confident driver.
• Flexible and adaptable to meet service demands.
• Strong communication skills with the ability to embody and deliver company values.
• Comfortable working independently, as the role involves a degree of lone working.
• Willing to work outdoors in all weather conditions.
• Previous customer service experience is desirable.
• Basic understanding of IT applications (full training provided).
• A team player who supports and collaborates with colleagues.

What’s in it for you?

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

Find out more about our benefits and perks

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

The real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. We aim to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

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.