Location
Hybrid working from Reading RG2 6AD or Swindon SN1, with 2 working days per week in the office.

Hours
Monday to Friday with alternating shifts of 08:00–16:00 and 09:00–17:00.

Salary
£26,000 to £32,500 per annum, depending on skills and experience.

About the Role
This role is a great opportunity for someone who enjoys investigating problems, supporting customers, and working towards fair and balanced outcomes. As a Claims Advisor, you’ll play an important part in helping customers through the claims process while working closely with different teams across the business. You will manage customer claims from start to finish, including both phone and written communication. Your responsibilities will include investigating claims by reviewing internal systems and gathering supporting evidence, determining liability, and clearly explaining outcomes to customers. You will keep accurate and detailed records using internal systems and CRM tools, and work closely with Legal, Insurance, and Operational teams to reach the right outcome. Handling inbound and outbound calls, you will support customers throughout their journey, ensuring a positive experience. You will join a small, friendly, and supportive team where no two days are the same. This role offers a great mix of customer interaction, investigation, and collaboration across the business, with full training provided to help you succeed.

Benefits
24 days holiday per year, increasing to 28 with length of service (plus bank holidays). Generous pension scheme through AON. Access to a wide range of benefits to support your health, wellbeing, and finances, including annual health MOTs, physiotherapy, counselling, Cycle to Work schemes, shopping vouchers, and life assurance. Performance-related pay plan linked directly to company performance measures and targets.

About Thames Water
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. Thames Water offers meaningful career opportunities, flexible working arrangements, and excellent benefits. Join us to make a daily difference to millions of lives while helping to protect water resources for future generations.

Experience
Background in a customer-facing role is essential, along with strong investigation skills. Experience in claims or complaints handling, property damage claims, water operations, or systems such as WFM, CRM, C4C is beneficial.

About you
Strong problem-solving skills with the ability to manage multiple cases effectively. Confident and professional communication skills, both written and verbal, including explaining difficult decisions clearly. Comfortable engaging with a range of stakeholders and handling differing viewpoints. IT literate, including proficiency in MS Office and CRM systems.

Qualifications
No specific qualifications are required, but a positive attitude, willingness to learn, and commitment to delivering excellent customer service are essential.