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DHC Administrator

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.

What you will be doing

To support the DS DHC team in managing the daily workflow and be responsible for allocating customer emails and logging customer applications for Clean & Wastewater back office teams.  Review customer queries and hit daily productivity targets and contribute to hitting the team KPI’s and SLA’s.

We’re looking for you to:

  • Take Ownership of customer queries, being curious to fully understand the query and identify the best solution to resolve it first time
  • Have excellent communication and interpersonal skills, to clearly interact with our customers
  • Deliver exceptional customer service through an enthusiastic and positive approach, taking accountability for your role while working accurately and flexibly within a busy team
  • Flexibility this role is mainly office based & some days may require supporting other areas of business based on customer needs
  • Computer proficiency should be comfortable using desktop/laptop & company IT systems and office software’s

What’s in it for you?

You will be working collaboratively within an established team and across the business; you will have exposure to a wide variety of internal stakeholders.

You will assist with delivering an excellent customer experience (both to internal and external customers) in all aspects, working towards an improved CSAT/DMEX score, reduced complaints, and improved performance quality. Demonstrating our values through behaviours and creating an inclusive and positive environment that drives performance, engagement and development. Finding solutions to problems to maximum customer satisfaction by keeping our customer at the heart of everything we do as well as confirming our assets are protected.

Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with the length of service and a wider benefits scheme.

We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we are moving to a hybrid approach where we will provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.


Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader and we are a Times Top 50 Employer for Women.

You can find out more in our working for us section of our website.