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, with your starting point 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? Join Thames Water’s operational response team as a Customer Incident Responder, a vital field-based role at the heart of incident response operations. You will be part of a fast-moving unit protecting public health and maintaining customer trust during service disruptions. Your role involves responding to emergencies, preparing for future incidents, and ensuring 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 while 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

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 supporting health, wellbeing, and finances including annual health MOTs, physiotherapy, counselling, Cycle to Work schemes, shopping vouchers, and life assurance

About Thames Water
We are the UK’s largest water and wastewater company, serving over 16 million customers. We are committed to building a better future for our customers, communities, people, and the planet. Working at Thames Water offers meaningful career opportunities, flexible working arrangements, and excellent benefits. Join us to make a daily difference while helping protect water resources for future generations.

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, 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 required for this role, but a positive attitude and willingness to learn are essential.