Business Customer Case Coordinator

We have an exciting opportunity to join our Business Customer Case Management team, where you’ll be supporting our commercial customers throughout their journey and helping resolve their issues with care and confidence. This is a great role for someone who loves speaking with people, enjoys problem-solving, and wants to make a real difference to customer experience at Thames Water.

Please note that the internal title for this role is BMEX Case Manager.

This is a 6-month fixed-term contract.

What you’ll be doing as a Business Customer Case Coordinator

• Acting as a single point of contact for our business customers, guiding them through their cases until fully resolved.
• Handling calls and emails with empathy and professionalism – even when conversations get challenging.
• Working closely with other teams to make sure customers receive clear and timely updates.
• Using systems such as Salesforce and SAP to record and track each customer journey.
• Helping deliver the best possible service to every customer, every time.

Base location: Hybrid - Kemble Court - RG2 6AD  

What you should bring to the role

• A bubbly, enthusiastic attitude and a genuine desire to help others.
• Confidence to handle difficult conversations and find positive solutions.
• Good computer skills and the ability to learn new systems quickly.
• Great teamwork, adaptability, and resilience in a busy environment.
• Previous customer service experience would be helpful, but the right attitude and energy are what matter most!

What’s in it for you?

• Competitive salary from £26,000 to £29,000 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 yourself 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.