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.

What you’ll be doing as a Case Management Advisor

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.

What you should bring to the role

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.

Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)

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.