At a Glance
- Tasks: Help customers by resolving their cases and preventing issues before they arise.
- Company: Join Thames Water, a passionate team dedicated to customer experience.
- Benefits: Competitive salary, generous holiday, and health benefits for you and your family.
- Other info: Dynamic role with varied tasks and excellent career growth opportunities.
- Why this job: Make a real difference in customers' lives while developing valuable skills.
- Qualifications: A positive attitude and willingness to learn are key; experience is a bonus.
The predicted salary is between 27040 - 27040 € per year.
Ready to make a real difference for customers when it matters most? Thames Water is looking for passionate Case Management Advisors to join our fast‑paced Case Management Team. Whether you’re resolving complex customer cases end‑to‑end or working proactively behind the scenes to prevent issues before they happen, this role puts you right at the heart of our customer experience.
Responsibilities
- Owning and managing customer cases through to resolution.
- Liaising with other departments to obtain additional details and insight.
- Making outbound calls and responding to inbound customer enquiries.
- Communicating clearly with customers via phone, email and letter.
- Supporting the Revenue and Complaints teams during busy periods.
This is a role with real variety; no two days are the same. You’ll play a vital part in supporting our wider business while delivering a service you can be proud of. We’re passionate about what we do, and providing a great experience for our customers truly matters to us.
Qualifications
- You’ll be passionate about delivering great outcomes for customers and motivated to learn new skills, with a positive, can‑do attitude and a drive to get things right the first time.
- You’ll care about every step of the customer journey and take pride in seeing cases through to resolution.
- If you have the willingness to learn, we can teach you the rest.
- Curious about customer needs and tenacious in finding the right outcome, setting customers up for future success.
- Strong investigation and problem‑solving skills.
- Proactive, self‑motivated and keen to continuously learn and improve.
- Confident using multiple systems and happy to adapt to new technology.
- Great attention to detail, following processes accurately and recording clear, concise case notes.
- Comfortable using Microsoft Office and have basic IT skills.
- Previous customer service experience.
You’ll be able to commit to three months of on‑site training, giving you the time and support needed to confidently step into the role at our Swindon site. You will be working 36 hours per week between the hours of 8 am and 5 pm Monday‑Friday, on rotational shifts. We are relocating to new office premises at Newbridge Square, Swindon, in 2026.
Benefits
- A competitive starting salary of £27,040 per annum.
- 24 days of holiday, increasing to 28 days with service.
- 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.
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.
Case Management Advisor in Swindon employer: Thames Water
Thames Water is an exceptional employer, dedicated to making a real difference in the lives of customers while fostering a supportive and inclusive work environment. With a competitive salary, generous holiday allowance, and a strong focus on employee wellbeing, you will find ample opportunities for personal and professional growth within our dynamic Case Management Team in Swindon. Join us to be part of a passionate team that values your contributions and empowers you to deliver outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Case Management Advisor in Swindon
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Thames Water. Understand their values and what they stand for. This will help you connect your experiences to their mission and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! As a Case Management Advisor, you'll be chatting with customers all day. Try role-playing with a friend or family member to get comfortable with handling different types of customer queries. The more you practice, the more confident you'll feel!
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past where you've tackled challenges head-on. Be ready to share these stories during your interview to demonstrate how you can take ownership of customer cases and deliver great outcomes.
✨Tip Number 4
Apply through our website! We want to make it easy for you to join our team. By applying directly, you’ll ensure your application gets the attention it deserves. Plus, it shows you're proactive and keen to be part of our passionate team!
We think you need these skills to ace Case Management Advisor in Swindon
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for helping customers shine through. We want to see that you genuinely care about making a difference and are excited about the role!
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the responsibilities of a Case Management Advisor. We love seeing how you can bring value to our team!
Be Clear and Concise:Keep your writing straightforward and to the point. Use clear language to describe your experiences and how they relate to the job. Remember, we appreciate attention to detail!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Thames Water
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Case Management Advisor. Familiarise yourself with the key tasks like managing customer cases and liaising with other departments. This will help you demonstrate your enthusiasm and readiness to take ownership of customer queries.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples where you've successfully resolved complex issues in the past. Think about times when you had to investigate a problem or work collaboratively with others to find a solution. This will highlight your investigative skills and proactive attitude, which are crucial for this role.
✨Communicate Clearly and Confidently
Since you'll be communicating with customers via phone, email, and letter, practice articulating your thoughts clearly. During the interview, focus on how you can convey information effectively and ensure that the customer feels valued and understood. This will show that you care about the customer journey.
✨Emphasise Your Willingness to Learn
Thames Water values a positive mindset and a willingness to learn. Be ready to discuss how you approach learning new skills and adapting to new technologies. Share any experiences where you've embraced change or taken the initiative to improve your knowledge, as this aligns perfectly with their expectations.
