About
Join Our Team – Make an Impact Every Day! We seek a confident, customer-focused professional to support daily team operations and manage end-to-end activities in the deregulated marketplace. In this role, you’ll be the main point of contact for customer communications and play a key part in stakeholder and communications support. You'll work with complex information, make informed decisions, and keep things running smoothly.
What you’ll be doing as a Customer Communications Analyst
1. Liaising directly with external and internal stakeholders to help resolve customer queries and complaints taken by the Thames Water customer contact centre.
2. Ensuring all procedures and processes are followed when resolving complaints.
3. Managing and reporting on all cases from complaint to resolution.
4. Making a difference for our customers impacted by the Capital Delivery project, improving our assets and service to 15 million customers.
5. Providing team support daily and managing activities within the deregulation marketplace, including being the main communication point for all customer contacts, written and telephone.
6. Participating in day-to-day operations of Communications and Stakeholder support.
Work Arrangement
Hybrid – Clearwater Court: in-office once a week, with the rest of the week remote.
Role Details
36 hours per week, Monday to Friday.
Candidate Requirements
1. Understanding of project delivery and business procedures.
2. Strong negotiation skills for successful customer outcomes.
3. Decisiveness and calmness under pressure.
4. Ability to build strong stakeholder relationships.
5. Analytical mindset with data analysis skills.
6. Proficiency in Microsoft Excel and Office IT Systems.
7. Commercial awareness to balance customer needs with business goals.
Benefits
* Salary from £29,000-£33,000 annually.
* 24 days holiday, increasing with service, plus bank holidays.
* Contributory pension (up to 12%).
* Annual Personal Medical Assessments.
* Other wellbeing and benefits schemes.
About Thames Water
The UK’s largest water and wastewater company, serving over 16 million customers. We aim to build a better future, supporting our communities, people, and the planet.
Working at Thames Water
Enjoy a rewarding, diverse environment with career growth, flexible working, and excellent benefits. We value passion and a desire to improve.
Our Commitment to Diversity and Inclusion
We strive to be a great, inclusive workplace, supporting applicants throughout the process and removing barriers to success.
Additional Opportunities
Support our customers on the frontline as an ambassador, with full training provided. An excellent chance to learn more, meet colleagues, and earn extra money.
Note
Apply early as the vacancy may close sooner due to high application volume.
Nice-to-have Skills
* Microsoft Excel
* MS Outlook
* Reading, England
Work Experience
* Business Analyst
Languages
* English
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