At a Glance
- Tasks: Respond to customer incidents and ensure efficient water supply during disruptions.
- Company: Thames Water is the UK's largest water and wastewater company, serving over 16 million customers.
- Benefits: Enjoy a competitive salary, generous holiday, performance pay, and health benefits.
- Other info: Flexible working arrangements and opportunities for career growth await you!
- Why this job: Make a real difference in people's lives while working in a supportive and dynamic environment.
- Qualifications: Full UK driving licence, strong communication skills, and customer service experience preferred.
The predicted salary is between 22000 - 24800 £ per year.
Job title Customer Incident Responder Ref 45760 Division Asset Operations & Capital Delivery Location Hybrid - Kemble Court - RG2 6AD Contract type Permanent Full/Part-time Full-time Salary Competitive salary from £26,000 to £31,000 per annumdepending on skills and experience. Job grade A Closing date 07/09/2026
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.
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.
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.
Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)
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.
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. Why choose us? Learn more.
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 employer: Thames Water Utilities Limited
Thames Water Utilities Limited is an exceptional employer, offering a dynamic work environment in the Thames Valley region where you can make a real difference in public health. With a strong commitment to employee development, we provide comprehensive training and growth opportunities, alongside a supportive team culture that values collaboration and innovation. Our flexible shift patterns and focus on community impact make this role not only rewarding but also uniquely fulfilling.
Contact Details:
Thames Water Utilities Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Incident Responder
✨Tip Number 1
Familiarise yourself with Thames Water's operations and values. Understanding their commitment to customer service and public health will help you align your responses during interviews, showcasing your passion for the role.
✨Tip Number 2
Highlight any previous experience in customer service or emergency response roles. Be ready to share specific examples of how you've handled challenging situations, as this will demonstrate your capability to thrive under pressure.
✨Tip Number 3
Prepare to discuss your driving experience and comfort with manual handling tasks. Since this role involves driving a company van and physical work, being able to confidently talk about your skills in these areas will be crucial.
✨Tip Number 4
Showcase your communication skills by practising how you would explain complex information clearly and compassionately. This is especially important for a customer-facing role where you’ll need to support vulnerable groups during incidents.
We think you need these skills to ace Customer Incident Responder
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and any roles that required strong communication skills. Emphasise your ability to work under pressure and your experience with manual handling tasks.
Craft a Compelling Cover Letter:In your cover letter, express your passion for customer service and your commitment to public health. Mention specific examples of how you've successfully handled challenging situations or emergencies in the past.
Highlight Relevant Skills:Clearly outline your driving experience and any qualifications related to health, safety, and hygiene standards. Mention your physical fitness and ability to work independently in various environments.
Show Enthusiasm for the Role:Convey your excitement about the opportunity to make a difference in the community through the role of Customer Incident Responder. Discuss your understanding of Thames Water's mission and how you can contribute to it.
How to prepare for a job interview at Thames Water Utilities Limited
✨Show Your Customer Focus
As a Customer Incident Responder, your ability to connect with customers is crucial. Prepare examples of how you've successfully handled customer interactions in the past, especially in challenging situations. Highlight your empathy and problem-solving skills.
✨Demonstrate Communication Skills
Strong communication is key in this role. Practice articulating your thoughts clearly and confidently. Be ready to discuss how you would communicate effectively with customers during incidents, ensuring they feel supported and informed.
✨Understand Health and Safety Standards
Familiarise yourself with health, safety, and hygiene standards relevant to the role. Be prepared to discuss how you would ensure compliance while responding to incidents, as this will show your commitment to safety and professionalism.
✨Be Ready for Practical Scenarios
Expect to face practical scenarios during the interview that may simulate real-life incidents. Think about how you would set up bottled water stations or manage on-site teams. Show your ability to think on your feet and lead effectively under pressure.
