At a Glance
- Tasks: Manage customer cases from start to finish, ensuring great outcomes.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Competitive salary, 24 days holiday, pension scheme, and wellbeing resources.
- Other info: Dynamic role with opportunities for career growth and support.
- Why this job: Make a real difference for customers while developing valuable skills.
- Qualifications: Passion for customer service and a willingness to learn.
The predicted salary is between 22000 - 32000 € per year.
Ready to make a real difference for customers when it matters most? Thames Water is looking for passionate Case Management Advisors to join our fast‑paced Case Management Team. Whether you’re resolving complex customer cases end‑to‑end or working proactively behind the scenes to prevent issues before they happen, this role puts you right at the heart of our customer experience.
What you’ll be doing as a Case Management Advisor:
- Owning and managing customer cases through to resolution.
- Liaising with other departments to obtain additional details and insight.
- Making outbound calls and responding to inbound customer enquiries.
- Communicating clearly with customers via phone, email and letter.
- Supporting the Revenue and Complaints teams during busy periods.
This is a role with real variety; no two days are the same. You’ll play a vital part in supporting our wider business while delivering a service you can be proud of. We’re passionate about what we do, and providing a great experience for our customers truly matters to us.
What you should bring to the role:
- You’ll be passionate about delivering great outcomes for customers and motivated to learn new skills, with a positive, can‑do attitude and a drive to get things right first time.
- You’ll care about every step of the customer journey and take pride in seeing cases through to resolution.
- If you have the willingness to learn, we can teach you the rest.
- Experience is a bonus, but it’s not essential — for us, it’s all about having the right mindset.
We’re looking for people who:
- Are curious about customer needs and tenacious in finding the right outcome, setting customers up for future success.
- Have strong investigation and problem‑solving skills.
- Are proactive, self‑motivated and keen to continuously learn and improve.
- Are confident using multiple systems and happy to adapt to new technology.
- Have great attention to detail, following processes accurately and recording clear, concise case notes.
- Are comfortable using Microsoft Office and have basic IT skills.
- Bring previous customer service experience.
You’ll be able to commit to three months of on‑site training, giving you the time and support needed to confidently step into the role at our Swindon site. You will be working 36 hours per week between the hours of 8am and 5pm Monday - Friday, on rotational shifts.
What’s in it for you?
- A competitive starting salary of £27,040 per annum.
- 24 days of holiday, increasing to 28 days with service.
- Generous contributory pension scheme – up to 12% of company contribution.
- Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources.
- Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline.
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.
Working at 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 meaningful career opportunities, flexible working arrangements and excellent benefits.
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.
We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, 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.
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.
Case Management Advisor in Swindon employer: idibu
Thames Water is an exceptional employer that offers a dynamic and rewarding work environment for Case Management Advisors in Swindon. With a strong commitment to employee growth, competitive benefits including a generous pension scheme and 24 days of holiday, and a culture that values diversity and inclusion, you will have the opportunity to make a meaningful impact on customers' lives while developing your skills in a supportive team. Join us to be part of a company dedicated to building a sustainable future for our communities and the planet.
StudySmarter Expert Advice🤫
We think this is how you could land Case Management Advisor in Swindon
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Thames Water. Understand their values and what they stand for. This will help you connect your experiences to their mission and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer service and case management. Think about examples from your past experiences where you've resolved issues or helped customers. This will help you feel more confident when it’s your turn to shine.
✨Tip Number 3
Show off your problem-solving skills! During the interview, be ready to discuss how you approach challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your thought process when tackling complex cases.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Case Management Advisor in Swindon
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for helping customers shine through. We want to see that you genuinely care about making a difference and are excited about the role!
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with what we're looking for. Mention specific examples that demonstrate your problem-solving abilities and customer service experience.
Be Clear and Concise:Keep your writing straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that are easy to read and understand.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure it gets to us directly. Plus, you’ll find all the info you need about the role and our company there.
How to prepare for a job interview at idibu
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Case Management Advisor role. Familiarise yourself with the responsibilities mentioned in the job description, such as managing customer cases and liaising with other departments. This will help you demonstrate your enthusiasm and readiness to take ownership of customer queries.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complex issues or improved customer satisfaction. Highlight your investigation skills and how you approach problem-solving, as these are key traits Thames Water is looking for in a candidate.
✨Practice Clear Communication
Since you'll be communicating with customers via phone, email, and letter, practice articulating your thoughts clearly and concisely. Consider doing mock interviews with a friend or family member to refine your communication style and ensure you can convey information effectively.
✨Demonstrate Your Passion for Customer Service
Thames Water values candidates who are genuinely passionate about delivering great outcomes for customers. Be prepared to discuss why customer service matters to you and how you can contribute to enhancing the customer experience. Your positive attitude and willingness to learn will set you apart!
