At a Glance
- Tasks: Manage customer cases from start to finish, ensuring great outcomes.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Competitive salary, generous holiday, pension scheme, and wellbeing resources.
- Other info: Dynamic role with opportunities for career growth and support.
- Why this job: Make a real difference for customers while developing valuable skills.
- Qualifications: Passion for customer service and a willingness to learn.
The predicted salary is between 22700 - 27000 £ per year.
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.
As a Case Management Advisor, you’ll take ownership of customer cases from start to finish, ensuring every query is progressed, investigated and resolved with the customer at the heart of everything you do. You’ll manage a varied and fast‑moving workload, handling incoming work while progressing ongoing investigations. This will involve working closely with colleagues across the business to gather information, resolve issues and deliver the right outcomes for our customers.
Your day‑to‑day responsibilities will include:
- 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.
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 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. Experience is a bonus, but it’s not essential — for us, it’s all about having the right mindset.
We’re looking for people who:
- Are curious about customer needs and tenacious in finding the right outcome, setting customers up for future success.
- Have strong investigation and problem‑solving skills.
- Are proactive, self‑motivated and keen to continuously learn and improve.
- Are confident using multiple systems and happy to adapt to new technology.
- Have great attention to detail, following processes accurately and recording clear, concise case notes.
- Are comfortable using Microsoft Office and have basic IT skills.
- Bring 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 8am and 5pm Monday - Friday, on rotational shifts.
What’s in it for you?
- A competitive starting salary of £27,040 per annum.
- 24 days of holiday, increasing to 28 days with service.
- Generous contributory pension scheme – up to 12% of company contribution.
- Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources.
- Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline.
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.
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.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.
Case Management Advisor - Swindon, Swindon employer: Thames Water
Thames Water is an exceptional employer, offering a dynamic work environment in Swindon where you can truly make a difference for customers. With a competitive salary, generous benefits including a contributory pension scheme and opportunities for personal growth, we foster a culture of support and inclusivity. Join us to be part of a dedicated team that values your contributions and empowers you to thrive in your career while helping to protect our vital water resources.
StudySmarter Expert Advice🤫
We think this is how you could land Case Management Advisor - Swindon, 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.
✨Tip Number 2
Practice makes perfect! Try doing mock interviews with friends or family. Focus on common questions related to customer service and case management. The more comfortable you are speaking about your skills, the better you'll perform in the real deal.
✨Tip Number 3
Show off your problem-solving skills! During the interview, share specific examples of how you've tackled challenges in the past. This will demonstrate your ability to handle complex customer cases, which is key for the Case Management Advisor role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Case Management Advisor - Swindon, 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 care about delivering great outcomes and are motivated to learn new skills.
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of a Case Management Advisor. Mention any relevant customer service experience and problem-solving skills that make you a great fit for us.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and structure your thoughts well so we can easily see your qualifications and passion for the role.
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 this exciting opportunity with Thames Water.
How to prepare for a job interview at Thames Water
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Case Management Advisor role. Familiarise yourself with the responsibilities mentioned in the job description, such as managing customer cases and liaising with other departments. This will help you demonstrate your enthusiasm and readiness to take on the challenges of the position.
✨Showcase Your Problem-Solving Skills
Since this role involves resolving complex customer cases, be prepared to discuss specific examples from your past experiences where you've successfully solved problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your investigative skills and tenacity in finding the right outcomes.
✨Demonstrate Your Customer-Centric Mindset
Thames Water values a customer-first approach, so during the interview, share your passion for delivering great customer service. Talk about how you’ve gone above and beyond to ensure customer satisfaction in previous roles, and express your commitment to making a real difference for customers when it matters most.
✨Prepare Questions to Ask
Interviews are a two-way street, so come prepared with thoughtful questions about the team, company culture, and what success looks like in the Case Management Advisor role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
