Are you detail-oriented, data-driven, and ready to make a real impact in the utilities sector?

We’re looking for a Water Interruptions Complaint Analyst to join our Customer & Network Insights Team here at Thames Water!

In this role, you'll play a key part in supporting critical regulatory and operational processes — from managing customer complaints and verifying network incidents to maintaining data accuracy and integrity.

What you will be doing as a Water Interruptions Complaint Analyst

  • Review and respond to backlogged CGS (Customer Guarantee Scheme) webform complaints.
  • Investigate customer issues through data verification, file checks, and regulatory processes.
  • Provide timely and accurate email responses to internal stakeholders and customers.
  • Review network incidents using Salesforce and NST notes.
  • Identify whether incidents are internal (non-reportable) or external (SI reportable).
  • Collaborate with Rolta / Rob Flaks team to ensure accurate data submission.
  • Validate operational Supply Interruption data to ensure it meets regulatory and CGS standards.
  • Conduct weekly accuracy checks on key fields (e.g., Trunk Main incidents, causes, Start/End time validation).
  • Raise and manage entries in the SI App using existing documentation and file sources.
  • Handle simple low-pressure alarms, confirming root cause and closing incidents appropriately.
  • Maintain and update GIS-related data for Critical Pressure Points (CPPs).
  • Low Pressure Removal File Checks.
    Ensure files are correctly uploaded to SharePoint and ready for audit.
  • Single Property Verifications (Post-Training).
    Verify and process simple, single-property supply interruptions, ensuring customer call data and audit files are accurately recorded.

To thrive in this role, the essential criteria you’ll need is:

  • Excellent attention to detail and accuracy.
  • Confident using systems such as Salesforce, Power Bi, and SharePoint.
  • Ability to interpret and act on technical notes and incident reports.
  • Strong written communication skills for email correspondence and documentation.
  • A proactive mindset and ability to manage multiple tasks effectively.

What’s in it for you?

  • 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
  • Performance-related pay plan directly linked to company performance measures and targets.
  • Generous Pension Scheme through AON.
  • 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.
  • 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.

Find out more about our benefits and perks

Who are we?

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.

Learn more about our purpose and values

Working at Thames Water

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.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

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.