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 operates on a 16-week shift pattern with rotating shift times between 06:00 and 22:00. Weekend working is required on a rotating basis.

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? We’re looking for a hands-on, customer-focused individual to join our operational response team as a Customer Incident Responder. This field-based role is at the heart of Thames Water’s incident response operations. You’ll 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’ll help ensure our customers stay informed, supported, and supplied with water when they need it most.

As a Customer Incident Responder, you’ll be on the front line during water supply incidents—delivering essential services, managing logistics, and providing compassionate support to our customers. Your key responsibilities will 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.
- Always ensuring compliance with health, safety, and hygiene standards.

We currently have two available positions – one permanent and one fixed-term contract.

Benefits
24 days holiday per year, increasing to 28 with length of service (plus bank holidays). Performance-related bonus. 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.

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. Basic IT skills for using portable devices. Customer-focused with a helpful attitude. Aware of health, safety, and hygiene standards.

Qualifications
No specific qualifications required, but a positive attitude and willingness to learn are essential.