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. 

About the role:

You will be working collaboratively within an established team and across the business; you will have exposure to a wide variety of stakeholders including customers, local authorities, contractors, and operations. Working in a position to support and assist in the implementation of new processes and systems. By effectively contributing to the team's overall performance you will ensure the achievement of all targets.

Dealing with all customers regarding potential build-over inquiries and liaising with local authority building control departments and approved inspectors. You will manage all calls and emails, promptly, courteously, and thoroughly to resolve queries the first time. This will enable asset protection, feeds into the build-over process, and improves company knowledge of many transferred sewers.

What you’ll be doing:

  • Ensuring the smooth end to end delivery of customer build over or minor diversion applications
  • Advising customers on any build-over technical advice or process requirements.
  • Seeking assistance from the technical support team on complex/high level customer cases,  training, and upskilling
  • Effectively contributing to the meeting of the team’s overall performance and achievement of all targets.
  • Responding to internal and external customer requests for information, advice, and guidance on technical matters and service delivery by company policy and procedures.
  • Prioritising work to deliver a good customer experience, being prepared to make decisions, and being innovative in approach to improve customer satisfaction.
  • Receiving, taking ownership and managing appropriately on the day phone calls from customers.
  • Responding positively and promptly to requests for additional information to support other areas of the business.
  • Being effective and efficient in the use of company IT systems.

 What we’re looking for:

  • Educate We are looking for a highly focused customer service professional, who is organized, collaborative and motivated.  You must show some technical ability or capacity to develop this.
  • You must be able to demonstrate strong written and verbal communication skills, the ability to problem-solve, and the willingness to go the extra mile.
  • You must be able to prioritize high volumes of work in a fast-paced environment where daily responsibilities can change.  You must be able to work independently and as an integral part of the team.
  • You must have proficient system skills and be adept at learning new technical systems to support you in the position.  Full training will be provided in the technical skills of the role.
  • Knowledge in the following areas would be preferable:
  • The Water Industry Act 1991, Building Regulations – specifically part H4 and Transfer of Private Sewers.


What’s in it for you! 

Working collaboratively within an established team, you will have exposure to a wide variety of stakeholders including contractors and suppliers. 

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, 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 wellbeing.  

We’re also proud to embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive.  We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process. 

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, when a crisis happens, we all rally round 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. 


Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment.