Regional Customer Liaison

**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’s of pipes, to keep taps flowing and toilets flushing. We are an essential service and have operated throughout the Covid19 pandemic.

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

**About The Role**

We are currently recruiting for a career-minded individual to join our team as Regional Customer Liaison with a passion and determination to improve customer experience.

**Due to the nature of the role as you will be expected to travel around the South London area you can be based at a number of our sites in Reading and the South London area depending on your location**

**Day-to-day responsibilities will include**:

- Be the first point of contact/escalation for operational and customer relations teams to manage customer/stakeholder queries and issues, through to resolution.
- Be responsible for managing the trackers for open complaints for the region, ensuring the right information is provided in a timely manner to the relevant Customer Team
- Arranging and running meetings to bring all relevant parties together to resolve complaints and keep internal stakeholders informed of their progress
- Owning the oldest and most complex complaints in the region and working with all teams involved to drive these to resolution
- Coordinate Wash ups for Complaints and low Customer Satisfaction Surveys, producing Customer Learning and linking into Customer Improvement plans

**To be successful you will have the following skills and experience**:

- A customer advocate with passion and determination to improve customer experience
- A good communicator who can work collaboratively with many different teams and colleagues across the company
- Can do attitude and forward thinker who is able to challenge the status quo
- Excellent written and verbal communications skills with a customer focus.
- You will have experience of engagement with customers
- You will possess good knowledge of water networks issues and the wholesale water operational business and have strong interpersonal and influencing skills.
- The ability to manage your own workload, prioritise tasks and decide on suitable action to resolve the issue is a must.
- This role requires flexibility in working area, some travel to the regional depots will be required regardless of base location
- A full clean UK driver’s licence is essential, as is use of a car for business purposes.

**What’s in it for you**

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with a length of service and a wider benefits scheme.

If you join our team, you’ll enjoy a fulfilling career, flexible working arrangements a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your well-being

Find out more about working at Thames Water.

We deliver life's essential service to 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 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, meet colleagues, and a earn bit of extra money along the way.