At a Glance
- Tasks: Respond to customer incidents and manage bottled water stations across the Thames Water region.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Competitive salary, generous holiday, pension scheme, and health benefits.
- Other info: Dynamic role with flexible working arrangements and opportunities for career growth.
- Why this job: Make a real difference in people's lives while ensuring public health and safety.
- Qualifications: Full UK driving licence, good communication skills, and a friendly, customer-focused attitude.
The predicted salary is between 26000 - 31000 £ per year.
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.
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.
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 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.
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
Thames Water is an excellent employer, offering a supportive work culture that prioritises employee growth and development. With a focus on innovation in wastewater operations, employees benefit from hybrid working arrangements, a 36-hour week, and opportunities to mentor colleagues while contributing to impactful projects. The Crossness location provides a unique environment where you can make a meaningful difference in the community and enhance your technical skills in a collaborative setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Incident Responder
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thames Water. 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 Thames Water 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
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 Thames Water:Your cover letter is your chance to shine! Tell us why you want to work at Thames Water 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 Thames Water!
How to prepare for a job interview at Thames Water
✨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.
