Customer Liaison

We are looking for a Customer Liaison to join Thames Water, you will play a critical role in improving customer satisfaction and ensuring excellent communication between Thames Water, its customers, and stakeholders.

You will improve customer and stakeholder satisfaction relating to Thames Water’s wastewater service, specifically the Mogden Waste Catchment which encompasses waste treatment and networks. Working with customers, stakeholders and our operational teams to analyse and understand the drivers of customer satisfaction and customer complaints.

• Monday – Friday 36 hours per week.
• Permanent full-time.
• Base location: Mogden STW, Isleworth, Mogden Lane, TW7 7LW (Hybrid) 

What you will be doing as a Customer Liaison?

• Reviewing the details of the enquiry or complaint to understand the issues.
• Collaborating with internal teams (such as the network team, contractors, or relevant departments) to investigate the cause.
• Providing a timely and effective resolution to the issue while ensuring that customer expectations are managed.
• Updating stakeholders with progress and resolution details.
• Acting as a liaison between the customer and the internal network team/contractors to understand the technical or operational challenges.
• Scheduling updates, and follow-ups, and ensuring that technical teams are providing the necessary information.
• Coordinating the resolution of technical problems to avoid delays in project or service delivery.
• Responding to inquiries via phone, email, or in person.
• Delivering clear and consistent messaging regarding project updates, issues, or resolutions.
• Managing stakeholder expectations and ensuring that all parties are kept informed on progress.
• Visiting project sites or customer locations to gain first-hand knowledge of issues.
• Engaging with the public through meetings, addressing concerns, and providing updates.
• Ensuring that feedback from site visits or public meetings is recorded and acted upon.

What should you bring to the role?

• Analytical thinking for problem-solving.
• Effective communication to ensure clarity during the investigation and resolution.
• Empathy and customer service skills for handling complaints.
• Strong interpersonal skills to maintain positive relationships with contractors and teams.
• Strong verbal and written communication skills.
• Problem-solving and adaptability in dynamic, real-world settings.
• Strong presence in face-to-face interactions.
• Full UK Driving Licence.

What’s In it for you?

• Offering a salary up to £38,000 per annum depending on skills and experience.
•  Annual Leave 26 days holiday per year increasing to 30 with the length of service (Plus bank holidays)
• GymPass is a free fitness plan and access to several well-being apps for you and up to three family members as well as discounted plans nationwide!
• Cycle to work scheme, always on and up to £3,000 save money, get fit and help protect the environment.
• WeCare,  variety of health and wellbeing services for you and your family including up to 10 specialist counselling sessions, 24/7 access to a virtual GP, get-fit programmes and access to a nutritionist.
• Benefits on Tap, access to discounts, cashback and instant vouchers.
• Generous Paternity Leave, including 4 weeks paid and an optional 2 weeks unpaid.
• Enhanced Maternity Leave, 26 weeks full pay and 13 weeks half pay.
• Ongoing performance development reviews to help you be your best and identify growth opportunities.

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, 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.