Customer Incident Specialist

Do you have in-depth working knowledge and experience of customer Incident processes?  If so, this opportunity as a Customer Incident Specialist could be the role for you. We’re looking for someone who thrives in high-pressure environments, can confidently take the lead during incidents and is passionate about driving improvement in customer support operations.

What you will be doing as a Customer Incident Specialist
You will play a pivotal role in managing customer incidents, covering for the Incident Manager when needed, and coordinating responses to ensure a swift and efficient resolution. Your expertise will be key in both emergency planning and daily operations.

You’ll also serve as a mentor to colleagues, offering guidance and promoting best practices, while consistently demonstrating our core values and behaviours.

Key responsibilities include:

• Support the Customer Incident Manager in coordinating responses to incidents.
• Lead emergency planning activities during critical events.
• Review team performance and implement proactive changes aligned with business strategy.
• Build strong, trusted relationships with peers, managers, and stakeholders.
• Take ownership of your professional development and stay current with evolving practices.
• Analyse data to identify trends, make recommendations, and report on performance.
• Monitor service volatility, escalating issues as necessary.
• Ensure team adherence to health and safety standards.
• Manage work planning and task coordination for the field team.
• Working Hours: The role will work a varied shift pattern between 6 am – 10 pm across 7 days.
• Working Location: Kemble Court - RG2 6AD.

What you should bring to the role

• Proven ability to make sound decisions under pressure while meeting tight deadlines.
• Previous experience in a supervisory or management role, with the ability to delegate tasks effectively and provide training or coaching to team members.
• Strong team player with excellent communication, organisational, and planning skills.
• A positive role model who can influence others and drive improvements through both people and processes.
• Experience in incident management; knowledge of water and wastewater services and processes is desirable.

What’s in it for you?

• Competitive salary up to £42,000 per annum, depending on skills and experience.
• Annual Leave - 26 days holiday per year, increasing to 30 days with the length of service. (plus bank holidays)
• 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.