Customer Incident Responder

2 months ago

London, United Kingdom Thames Water Utilites Full time

**Who are we?**

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.

**What you’ll be doing**

As part of our new Customer Incident Response Team, this role will play a key part of delivering our customer response during incidents. This will include setting up bottled water stations, handing out and delivering bottled water, and talking to our customers. You’ll get the chance to make a difference for our customers when it really counts.

**This role can be based out of one of our many sites including Slough and surrounding area, or West and North London, and will involve regular travel across our region. A company van is provided.**

When not at an incident, you’ll carry out a range of customer-focused duties, many of which will help us be as prepared as we can be for any incidents that may arise, such as delivering water to our most vulnerable customers, and scoping out sites to use as bottled water stations. The role provides the opportunity to work in a dynamic environment at the heart of our customer incident response.

**What you should bring to the role**
- Ability to talk to customers and explain what’s going on
- Previous experience working in a customer service setting
- Be a **team player** and **support** co-workers
- Comfortable using a smartphone and laptop
- Ability **to work outside** in all conditions and deal with the physical demands of the role (lifting and carrying bottled water)
- A full valid **UK driving licence** and flexibility to travel across our region in a company provided van
- Flexibility to work on a rota with early (6am starts) and late shifts (10pm finishes) covering 365 days of the year, including some weekend working (4 in 8 full weekends off)

**What’s in it for you?**

Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career.

Find out more about working at Thames Water

We deliver life's essential service so our customers, communities and the environment can thrive. This means, that when a crisis happens, we all rally around to support our customers. As part of your role, you’ll be required to participate in a rota to provide Customer Incident Support, as requested by the Company from time to time. This may be by supporting our customers on the frontline as an Ambassador or being part of the team managing the incident as a Control Tower Lead. This is incredibly rewarding, and you’ll be given full training - it’s also a great opportunity to learn more about our business and meet colleagues.

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