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- Tasks: Investigate and resolve water quality complaints while engaging with customers.
- Company: Thames Water, a leader in essential water services for millions.
- Benefits: Starting salary of £32,000, generous leave, and health perks.
- Why this job: Make a real impact on public health and customer trust.
- Qualifications: Strong communication skills and customer service experience required.
- Other info: Hybrid working model with excellent career growth opportunities.
The predicted salary is between 32000 - 44800 £ per year.
At Thames Water, we make a daily difference to the lives of 16 million customers by supplying 2.6 billion litres of water through 32,000km of pipes - keeping taps flowing and toilets flushing. We deliver life’s essential service so our customers, communities and the environment can thrive.
We’re looking for a Water Quality Scientist, who will play a vital role as the key interface between our Water Operations teams and our customers, managing escalated water quality complaints and ensuring they are thoroughly investigated, resolved to a high standard, and delivered within agreed timescales.
What you’ll be doing as a Water Quality Scientist
- Working within our Customer Services Water Quality team, you’ll engage directly with customers by phone and in writing, providing reassurance, assessing risk, and ensuring every concern is handled professionally and empathetically.
- Responding to escalated water quality complaints within set deadlines.
- Speaking directly with customers to assess risk and understand concerns.
- Arranging water sampling and network operations where required.
- Carrying out in-depth investigations, including interpreting laboratory data.
- Monitoring complaint trends to identify wider events or emerging issues.
- Working closely with operational teams to resolve multiple complaints.
- Notifying external agencies (Local Health Authorities and Environmental Health) when necessary.
- Maintaining accurate, DWI-auditable customer contact records.
What makes this role unique
You’ll be the critical link between customers and operations, making a real difference when it matters most. You’ll combine scientific investigation with customer care, using evidence to drive solutions. Your work directly supports public health, regulatory compliance, and customer trust.
This is a full-time role aligned to our escalation mandate of 9am–5pm, Monday to Friday, ensuring we meet regulatory and customer expectations without compromise.
Base location: Hybrid - Clearwater Court, Reading
Working pattern: 36 Hours, Monday to Friday
What you should bring to the role
Essential:
- Strong written and verbal communication skills.
- Excellent organisational and time-management abilities.
- Proven customer service experience (call-centre or complaint handling experience is highly relevant).
- Confidence using corporate IT systems.
- Strong problem-solving skills and attention to detail.
Desirable:
- Degree-level qualification (or equivalent) in a scientific discipline.
- Knowledge of water quality issues.
- Familiarity with water science terminology and laboratory data interpretation.
What’s in it for you?
- Competitive starting from £32,000 per annum, depending on experience.
- Annual Leave - 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
- Performance-related pay plan directly linked to company performance measures and targets.
- Generous Pension Scheme through AON.
- 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.
Customer Water Quality Scientist - Reading, Berkshire employer: Thames Water
Contact Detail:
Thames Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Water Quality Scientist - Reading, Berkshire
✨Tip Number 1
Network like a pro! Reach out to current employees at Thames Water on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Water Quality Scientist role.
✨Tip Number 2
Prepare for the interview by brushing up on your water quality knowledge. Familiarise yourself with common issues and solutions in the industry. This will show that you’re not just interested in the job, but genuinely passionate about making a difference.
✨Tip Number 3
Practice your communication skills! Since this role involves a lot of customer interaction, consider doing mock interviews with friends or family. Focus on how you would handle escalated complaints and reassure customers effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Thames Water team and making a positive impact.
We think you need these skills to ace Customer Water Quality Scientist - Reading, Berkshire
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Water Quality Scientist role. Highlight your relevant experience in customer service and any scientific background you have. We want to see how you can bring your unique skills to our team!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, emphasise your strong written and verbal communication skills. Give examples of how you've handled complaints or communicated complex information clearly in the past. We love a good story!
Be Detail-Oriented: Attention to detail is key in this role, especially when it comes to interpreting laboratory data and maintaining accurate records. Make sure to mention any experiences where your attention to detail made a difference. We appreciate thoroughness!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at Thames Water!
How to prepare for a job interview at Thames Water
✨Know Your Water Quality Basics
Before the interview, brush up on your knowledge of water quality issues and terminology. Understanding the science behind water quality will not only impress your interviewers but also help you answer questions more confidently.
✨Showcase Your Customer Service Skills
Since this role involves direct interaction with customers, prepare examples from your past experiences where you successfully handled complaints or provided exceptional service. Highlight your ability to empathise and communicate effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about how you would handle escalated complaints or interpret laboratory data. Practising these scenarios can help you articulate your thought process during the interview.
✨Familiarise Yourself with Thames Water
Research Thames Water’s operations, values, and recent news. Understanding their mission and how they impact the community will allow you to tailor your responses and demonstrate your genuine interest in the company.