Location
Hybrid - Walnut Court, Swindon, SN2 8BN

Hours
36 hours per week

Salary
£29,670 to £37,085 depending on skills and experience

About the Role
Are you a Case Management expert who thrives on solving complex issues and driving meaningful change? Thames Water is seeking a Case Management Specialist to play a pivotal role within our Case Management team. This is an opportunity for an experienced professional with strong back-office billing expertise to become a trusted point of contact, supporting colleagues, customers, and the wider business with confidence and credibility.

In this role, you will act as a catalyst for improvement, working independently while collaborating closely with teams such as Knowledge Management, Training, Operational Teams, and CSA colleagues to enhance ways of working and embed best practice. You will use your expertise to coach and develop others, share insight and ideas, and help deliver consistent, high-quality resolutions that meet Thames Water standards.

As a visible role model for our Thames Water values and behaviours, you will influence positively, lead by example, and help shape a culture of continuous improvement across the function.

Key Responsibilities
- Coach and support colleagues to deliver high-quality customer service
- Share best practice and support team capability alongside the Team Manager
- Ensure compliance with Thames Water policies and quality standards
- Deliver excellent customer outcomes and complete quality reviews
- Identify and support improvements to processes and ways of working
- Act as first point of contact and escalation for agent queries
- Use systems confidently to resolve complex Case Management enquiries
- Create and maintain learning materials for complex processes
- Handle customer contacts and escalations when required
- Support people and HR processes for the Team Manager

What’s in it for you?
Our customer service centre is a fun, fast-paced environment where no two days are the same. You will be working with like-minded people who really want to make a difference to our customers.

- Competitive starting salary of £29,670 to £37,085 depending on skills and experience
- 24 days holiday per year increasing to 28 with length of service (plus bank holidays)
- Contributory pension scheme
- Personal Medical Assessments available once a year
- Wider benefits scheme including a benefits hub packed with offers and wellbeing support
- Performance-related pay plan linked to company performance measures and targets

Please note Thames Water is relocating to new office premises at Newbridge Square, Swindon during 2026.

Who are we?
We are the UK’s largest water and wastewater company, serving more than 16 million customers daily. We are committed to building a better future for our customers, communities, people, and the planet. Join us to make a meaningful difference and help shape a sustainable future.

Working at Thames Water
Thames Water offers a unique, rewarding, and diverse workplace where every day you can make a difference. We provide meaningful career opportunities, flexible working arrangements, and excellent benefits. If you want a sustainable and successful career making a daily impact on millions of lives while protecting water resources for future generations, we support you every step of the way.

Together, we can build a better future for our customers, region, and planet.

Why choose us?
We are committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and ensure support throughout the recruitment process. If you require adjustments such as extra time or accessible formats, please let us know.

When crises happen, we rally to support our customers. As part of Team Thames, you can volunteer to support customers on the frontline as an ambassador. Full training is provided, offering a rewarding experience and a chance to learn more about our business and colleagues.

Disclaimer
Due to high application volumes, the advert may close earlier than the advertised date. We encourage you to apply promptly to avoid disappointment.

Experience
- Strong working knowledge of Case Management processes and systems
- Proven customer service experience
- Confident problem-solver in a customer-facing environment
- Fully competent using company IT systems and Microsoft Office

About you
- Excellent interpersonal and communication skills (verbal, written, and listening)
- Collaborative team player
- High attention to detail with the ability to spot trends and risks
- Ability to identify, manage, and escalate risk appropriately
- Coaching and feedback capability

Qualifications
No specific qualifications are stated; however, relevant experience and skills in Case Management and customer service are essential.