Customer Incident Agent

We have a great opportunity for a motivated and customer-focused individual to join our fast-paced Incident team as a Customer Incident Agent. In this customer-facing role, you’ll be at the forefront of our response to operational disruptions—helping to keep our customers informed, supported, and confident in our service.

Whether you're resolving urgent enquiries or coordinating field activities, your work will make a real difference to the lives of millions across the Thames Water region. If you're passionate about delivering exceptional service and thrive in a dynamic environment, this could be the perfect role for you.

Working with the Incident Management team, 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 service every day.

What you’ll be doing as a Customer Incident Agent
As a Customer Incident Agent, you’ll play a key role in supporting our customers during operational incidents. You’ll be the voice of Thames Water during critical moments—providing timely updates, resolving enquiries, and coordinating with field teams to ensure a smooth and compassionate customer experience.

Your key responsibilities will include:

• Providing first-class customer service to our customers
• Ensuring our Priority customers are fully informed during incidents via our communication channels
• Liaising with key internal and external stakeholders
• Handling and resolving inbound customer enquiries relating to operational issues
• Dealing with a broad range of activities/incidents
• Putting our customers at the heart of everything you do
• Coordinating field activities for our teams

Location: This role is based at Kemble Court, Reading – RG2 6AD
Working Hours: This role works on a 16-week shift pattern with rotating shift times between 06:00 - 22:00 pm. There is also a requirement for weekend working on a rotating basis.
Please note, internal title for this role is Customer Care Agent

What you should bring to the role

• A strong background in customer service, consistently delivering professional, high-quality service
• The ability to thrive in a fast-paced and high-pressure environment
• Flexibility and adaptability to manage changing priorities with ease
• Excellent interpersonal skills, with a reputation for reliability and commitment
• A problem-solving mindset and the ability to take ownership of challenges
• Technical proficiency in MS Office (Excel, Outlook, Word), with familiarity in operational systems such as Salesforce and Amazon Web Services

What’s in it for you?

• Competitive salary up to £34,000 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.