Location
Hybrid - Kemble Court, RG2 6AD or Hybrid - Walnut Court, SN2 8BN (Reading area)

Hours
36 hours per week

Salary
From £25,246 per annum, depending on skills and experience

About the Role
This role sits at the heart of our Customer Guarantee Scheme (CGS) Payments Team, focusing on processing payments and supporting customers who may be entitled to compensation. It is a detail-oriented position that combines customer service with data accuracy, working closely with colleagues and contractors across Thames Water to ensure every payment is handled fairly and on time. This is a fixed-term contract for 1 year.

Key responsibilities include processing customer payments in line with regulatory obligations and the Customer Guarantee Scheme, maintaining accurate and auditable records across corporate systems and tracking tools. You will respond to customer queries via phone and written correspondence, using both standard and tailored letters to explain entitlements or resolve payment-related questions. The role involves investigating and analysing CGS payment requests from other business areas and the public, ensuring fair outcomes and compliance with company policy.

You will review compliance failures identified within the CGS Payments Team, complete necessary amendments, and ensure a clear audit trail. Supporting continuous improvement by highlighting recurring drivers of CGS payments to management and assisting with data reconciliation activities (weekly, monthly, and annually) to improve accuracy and customer experience are also key parts of this role.

Experience
Proven experience in accurate data entry and reporting, providing reliable performance information for senior management and external stakeholders. Experience in accounting or reconciliation processes would be an advantage.

About you
Strong Excel skills, including the use of basic formulas and functions such as VLOOKUP to analyse and manage data effectively. Solid numeracy skills with attention to detail. Comfortable dealing with staff at all levels and able to constructively challenge or influence people and processes to identify improvements. A positive demeanour and being a good team player are essential qualities, especially as this is a very small team.

Qualifications
No specific qualifications are stated as mandatory for this role, but relevant experience and skills as described above are required.