What you’ll be doing
as a Customer Incident Responder
1. Responding to incidents and supporting customers, including vulnerable groups.
2. Setting up and managing bottled water stations across the Thames Water region.
3. Developing site-specific plans for key locations such as hospitals, schools, and prisons.
4. Supporting customer communication and response efforts during incidents.
5. Driving and maintaining a company van, adhering to all road safety regulations.
6. Leading and supporting on-site teams to ensure safe and coordinated operations.
7. Carrying out proactive, customer-focused tasks when not responding to incidents.
8. Always ensuring compliance with health, safety, and hygiene standards.
Location: This is a field-based role. 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 and 22:00. There is also a requirement for weekend working on a rotating basis.
We currently have two available positions – one permanent and one fixed-term contract.
What you should bring to the role
9. Full UK driving licence and a confident driver.
10. Comfortable with manual handling tasks and the physical aspects of the role.
11. Good communication and interpersonal skills, including the ability to stay calm and clear under pressure and during customer-facing situations.
12. Happy to work independently in remote locations, high-pressure environments, and outdoors in all weather conditions.
13. Basic IT skills to confidently use portable devices.
14. A friendly, customer-focused approach with a can-do attitude.
15. Awareness of health, safety, and hygiene standards.
16. Previous experience in customer service or the utilities sector would be a bonus.
What’s in it for you?
17. Competitive salary from £26,000 to £31,000 per annum, depending on skills and experience.
18. 24 days holiday per year, increasing to 28 with the length of service. (plus bank holidays)
19. Generous Pension Scheme through AON.
20. Performance-related pay plan directly linked to company performance measures and targets.
21. 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.