Customer Incident Responder

This is a hands-on, customer-facing role at the heart of Thames Water’s operational response team. As a Customer Incident Responder, you’ll be part of a fast-moving, field-based unit that plays a crucial role in protecting public health and maintaining trust during service disruptions. Whether responding to emergencies or preparing for future incidents, you’ll help ensure our customers stay informed, supported, and supplied with water when they need it most.

Working across the Thames Water region, you’ll collaborate with teams across the business to deliver a seamless and compassionate customer experience, especially in challenging situations. Your work will directly support our mission to provide life’s essential services every day.

What you’ll be doing as a Customer Incident Responder
As a Customer Incident Responder, you’ll play a vital role in supporting customers during water supply incidents. You’ll be on the front line, ensuring essential services are delivered efficiently and safely, while maintaining excellent communication and care for all customers.

Your key responsibilities will include:

• Respond to incidents by supporting our customers, including vulnerable groups
• Set up and manage bottled water stations across the Thames Water region
• Develop site-specific plans for key locations like hospitals, schools, and prisons
• Support customer communication and response efforts during incidents
• Drive and maintain a company van, following all road safety regulations
• Lead and support on-site teams, ensuring safety and coordination
• Carry out proactive, customer-focused tasks when not responding to incidents
• Ensure compliance with health, safety, and hygiene standards at all times

Location: This is a field-based role primarily covering the Thames Water region between Reading and Dartford. While your base location may be one of our operational sites, your starting point should be within the Thames Water area.
Working Pattern: This role works on a 16-week shift pattern with rotating shift times between 06:00 – 22:00. There is also a requirement for weekend working on a rotating basis.

What you should bring to the role

• Full UK driving licence and confident driver.
• Physically fit and capable of manual handling tasks.
• Strong communication and interpersonal skills, especially under pressure and during customer-facing incidents.
• Comfortable working independently in remote and high-pressure environments and outdoors in all weather.
• Basic IT skills for using portable devices.
• Customer-focused with a helpful attitude.
• Aware of health, safety, and hygiene standards.
• Experience in customer service or utilities is desirable.

What’s in it for you?

• Competitive salary from £26,000 to £31,000 per annum, depending on skills and experience
• 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays)
• Performance-related pay plan up to 10% of salary
• Generous Pension Scheme through AON
• 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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.
So, 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.

Our overarching aim is to ensure that Thames Water is great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, 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.