Customer Experience Coordinator

Who are we?

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.

What will you be doing?

This is a high-profile customer and stakeholder-facing role supporting the delivery of our biggest ever cap. As well as engaging with customers about our projects, the successful candidate will also be promoting these to public figures such as elected councillors and Members of Parliament.

Accountabilities will include: -

• Teams’ meetings for various upcoming/ongoing schemes,
• attending any mandatory meetings within the team/Capital Delivery.
• Responding to written and verbal enquiries/complaints within the amount of time given by the enquiries/complaint’s teams
• Building relationships with operational teams and our contractors and taking part in site audits. Liaising with departments such as the branding team, regional local government team, social media team etc.

We’re looking for you to

• Previous customer facing roles, IT skills (internal and external emails / writing letters).
• Empathy
• ability to work alone comfortably and confidently
• Confidence in driving to multiple locations
• enthusiasm to turn a negative customer journey into a positive one
• ensuring a promise to a customer/stakeholder or internal departments are kept
• organised person who can take care of their own diary and prioritise when busy.

What’s in it for you?

Managing your own diary (working from home and visiting sites), trust within a small team, and passion for high quality customer service. This role can be challenging, but very rewarding when turning a complaint into a commendation or receiving praise internally. There's also opportunity to progress within the team. Also an added benefit of a car allowance with this role.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with the length of service, and a wider benefits scheme.

Thames Water is a dynamic, rewarding, and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career and flexible working arrangements.

We’re also proud to embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

Find out more about working at Thames Water.

We deliver life's essential service to our customers, communities, and the environment can thrive. This means, that when a crisis happens, we all rally around to support our customers. As part of Team Thames, you can 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 a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment.