This vacancy is now closed


At Thames Water, 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. We deliver life's essential service so our customers, communities and the environment can thrive.

As the UK’s largest water company, we are taking action for a new world of water - fixing the problems of today and building resilience for tomorrow.

Thames Water is undergoing significant transformation as part of the turnaround of our business. This role specifically supports activities to drive a step change in our operational complaints and customer contact performance.

This role is an important part of helping to improve our performance responsible for analysing and understanding the root cause of complaints across all our operational communication channels.

It will provide actionable insight into areas that drive improvement and reduce complaints whilst ensuring mitigation plans and owners are in place.   

What you’ll be doing as an Operations Complaints Root Cause Analyst

This role will interact with key stakeholders within operational complaints management and customer contact. This is expected to include operations customer contact, operations complaints handling and case management, planning and scheduling teams, field operations teams, management and leadership teams within Operations and colleagues in retail (including contact, complaints and product teams).

  • Review and understand root causes of operational complaints
  • Owning and delivering complaints improvement.
  • Analysing complaints and customer contact processes.
  • Analysing and interpreting data.
  • Working collaboratively.
  • Producing effective outputs.
  • Building a continuous improvement culture.
  • There may also be the opportunity to engage with external stakeholders (for example to learn from other organisations) on customer complaints.

This is a hybrid working role with a base location of either Kemble Court, Green Park, Reading (close to M4 Junction 11) or our head office in central Reading (close to Reading train station).

Working hours are 36 hours per week, Monday to Friday.

What you should bring to the role:  

  • Previous root cause analysis and continuous improvement experience.
  • Previous project change and improvement experience.
  • Trained and experienced in continuous improvement and analysis methodologies.
  • Experience of working as part of an operational business.
  • Using data and insight to inform focus areas for improvement.
  • Experienced in continuous improvement methods and tools.
  • Experienced in data analysis using suitable techniques and applications.
  • Able to analyse various data sets and clearly articulate insight in performance packs.
  • IT literate – experience in using key applications such as SAP CRM, Salesforce.

What’s in it for you?

  • Competitive salary up to £40,000.
  • Annual Leave of 26 days holiday per year increasing to 30 with the length of service. (Plus bank holidays)
  • Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
  • Personal Medical Assessments – Open to all once a year.
  • Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Who are we?

Our business continues to operate as usual, delivering our essential services to around 16 million customers across London, Thames Valley and the Home Counties'. 

At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

Working at Thames Water

At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. 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

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 earn some extra money along the way.

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.