At a Glance
- Tasks: Respond to customer incidents and set up bottled water stations during service disruptions.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Competitive salary, 24 days holiday, generous pension scheme, and health benefits.
- Other info: Dynamic role with flexible shifts and opportunities for personal growth.
- Why this job: Make a real difference in public health while working outdoors and supporting your community.
- Qualifications: Full UK driving licence, strong communication skills, and a calm demeanour under pressure.
The predicted salary is between 26000 - 31000 £ per year.
As a Customer Incident Responder in Reading, you’ll join Thames Water’s field operations, delivering hands‑on support during service disruptions.
Your primary duties involve responding to emergencies, assisting vulnerable customers, and establishing bottled water stations across the region.
You will also prepare site‑specific contingency plans for critical locations, ensuring readiness for future incidents.
This full‑time role offers a competitive salary between £26,000 and £31,000, dependent on experience.
Ideal candidates possess practical problem‑solving abilities, strong communication skills, and a calm demeanour under pressure.
Working directly with the public, you’ll maintain trust by keeping residents informed and supplied throughout any interruption.
This position suits those who thrive on varied, outdoor work while contributing to essential public health protection.
We’re looking for a hands‑on, customer‑focused individual to join our operational response team as a Customer Incident Responder.
This is a field‑based role at the heart of Thames Water’s incident response operations.
You’ll be part of a fast‑moving unit that plays a vital role in protecting public health and maintaining customer trust during service disruptions.
Whether responding to emergencies or preparing for future incidents, you’ll help ensure our customers stay informed, supported, and supplied with water when they need it most.
- What you’ll be doing as a Customer Incident Responder
- Responding to incidents and supporting customers, including vulnerable groups.
- Setting up and managing bottled water stations across the Thames Water region.
- Developing site‑specific plans for key locations such as hospitals, schools, and prisons.
- Supporting customer communication and response efforts during incidents.
- Driving and maintaining a company van, adhering to all road safety regulations including speed limits and road regulations.
- Leading and supporting on‑site teams to ensure safe and coordinated operations.
- Carrying out proactive, customer‑focused tasks when not responding to incidents.
- Always ensuring compliance with health, safety, and the highest standards of hygiene with the best presentable self‑day to day.
- What you should bring to the role
- Full UK driving licence and a confident driver.
- Comfortable with manual handling tasks and the physical aspects of the role.
- Good communication and interpersonal skills, including the ability to stay calm and clear under pressure and during customer‑facing situations.
- Happy to work independently in remote locations, high‑pressure environments, and outdoors in all weather conditions.
- Basic IT skills to confidently use portable devices.
- A friendly, customer‑focused approach with a can‑do attitude.
- Awareness of health, safety, and hygiene standards.
- Previous experience in customer service or the utilities sector would be a bonus.
What’s in it for you?
- Competitive salary from £26,000 to £31,000 per annum, depending on skills and experience.
- 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays).
- Generous Pension Scheme through AON.
- Performance‑related pay plan directly linked to company performance measures and targets.
- Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.
Location
This is a field‑based role. While your base location may be one of our operational sites, your starting point should be within the Thames Valley and London Thames Water area.
Working Pattern
This role works on a 16‑week shift pattern with rotating shift times between 06:00 and 22:00. There is also a requirement for weekend working on a rotating basis.
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.
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.
Real purpose, real support, real opportunities.
Come and join the Thames Water family.
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.
It’s also a great opportunity to learn more about our business and meet colleagues.
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Customer Incident Responder in Reading employer: JAM Recruitment Ltd
Join a forward-thinking organisation in Warrington that prioritises employee growth and development, offering a dynamic work culture where innovation thrives. As the Head of Asset Management - Strategy & Standards, you will lead a high-performing team while benefiting from a supportive environment that values strategic input and collaboration. With a commitment to continuous improvement and alignment with industry best practices, this role provides a unique opportunity to make a significant impact within the asset management sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Incident Responder in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JAM Recruitment Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like JAM Recruitment Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Incident Responder in Reading
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to JAM Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at JAM Recruitment Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at JAM Recruitment Ltd!
How to prepare for a job interview at JAM Recruitment Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
