Location
This is a field-based role primarily covering the Thames Water region between Reading and Dartford. Your base location may be one of our operational sites, but your starting point should be within the Thames Water area.

Hours
This role works on a 16-week shift pattern with rotating shift times between 06:00 and 22:00. Weekend working on a rotating basis is also required.

Salary
£26,000 to £31,000 per annum, depending on skills and experience.

About the Role
Are you ready to make a real impact in your community? Join Thames Water’s operational response team as a Customer Incident Responder, a hands-on, customer-focused role at the heart of our incident response operations. You will be part of a fast-moving unit that plays a vital role in protecting public health and maintaining customer trust during service disruptions. Whether responding to emergencies or preparing for future incidents, you will help ensure our customers stay informed, supported, and supplied with water when they need it most.

Key responsibilities include:
- Responding to incidents and supporting customers, including vulnerable groups
- Setting up and managing bottled water stations across the Thames Water region
- Developing site-specific plans for key locations such as hospitals, schools, and prisons
- Supporting customer communication and response efforts during incidents
- Driving and maintaining a company van, adhering to all road safety regulations
- Leading and supporting on-site teams to ensure safe and coordinated operations
- Carrying out proactive, customer-focused tasks when not responding to incidents
- Ensuring compliance with health, safety, and hygiene standards at all times

Experience
Experience in customer service or utilities is desirable but not essential.

About you
- Full UK driving licence and confident driver
- Physically fit and capable of manual handling tasks
- Strong communication and interpersonal skills, especially under pressure and during customer-facing incidents
- Comfortable working independently in remote and high-pressure environments and outdoors in all weather conditions
- Basic IT skills for using portable devices
- Customer-focused with a helpful attitude
- Awareness of health, safety, and hygiene standards

Qualifications
No formal qualifications are specified for this role, but a positive attitude and commitment to supporting customers during incidents are essential.