Customer Liaison in Reading

We are looking for a Customer Liaison to join our Team. Are you a great communicator who thrives on making a difference? In this role, you’ll be a Customer Liaison for the Wastewater area in Thames Valley.

Working Hours: 36 hours per week.

Location: Hybrid, Thames Valley.

What you will be doing as a Customer Liaison:

• Managing a dynamic caseload and taking full ownership of your area, investigating and resolving customer complaints with waste team members.
• Proactively managing customers during events, liaising with Customer reps during events.
• Communicating with customers via telephone, email and site visits, ensuring we follow our brand and regulatory guidelines and keeping them updated throughout their journey.
• Collaborating with various teams across the business to find timely and effective resolutions.
• Main point of contact for case managers.
• Negotiating or escalating unresolved issues to achieve the best outcomes for both the customer and the company, and resolving customer concerns efficiently.
• Following company policies while thinking creatively to deliver the right solutions.
• Controlling the customer journey to make it as positive as possible while maintaining accountability at every step.
• Balancing customer satisfaction with the financial considerations of the business.
• Being the voice of TW and the person the customer can trust within our company.
• Building meaningful relationships, acting as a single point of contact to resolve customer complaints and turn challenging situations into positive experiences.
• Attending site visits with members of the teams, serving as the main contact for the customers, and keeping them informed every step of the way.
• Working closely with team members in the area, taking ownership of your area within Thames Valley.
• Managing your own activities, coordinating with colleagues, and ensuring every customer is informed, taking a proactive approach to events.

Essential criteria:

• Passion for delivering exceptional customer service and excellent communication skills, telephone and face-to-face.
• Ability to explain complex information in an easy-to-understand manner.
• Resilience and adaptability, able to manage challenging cases while staying professional and impartial.
• Strong negotiation skills to achieve successful outcomes with customers and internal teams.
• Problem-solving mindset with a commitment to taking ownership and delivering results.
• Technical skills – proficient in MS Office (Excel, Outlook, Word) and comfortable using operational systems like Salesforce, GIS.
• Commercial awareness to balance customer needs with business goals.
• Confidence in building strong relationships with customers and stakeholders.
• Decisiveness in resolving queries and a calm approach under pressure in a target-driven environment.
• Flexibility and adaptability to handle changing priorities in a reactive environment with ease.
• Full UK driving licence is essential.

What’s in it for you?

• Salary between £34,000 – £40,000 per annum depending on skills and experience.
• 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
• Benefits on Tap – access to discounts, cashback and instant vouchers.
• Generous Paternity Leave, including 4 weeks paid and an optional 2 weeks unpaid.
• Enhanced Maternity Leave, 26 weeks full pay and 13 weeks half pay.
• Ongoing performance development reviews to help you be your best and identify growth opportunities.
• Access to a range of benefits to support you and your family’s health and wellbeing, such as annual health MOTs, physiotherapy and counselling, Cycle to Work schemes, shopping vouchers and life assurance.

About us:

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. 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. 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.