Location
Field-based role with a base location within the Thames Valley and London Thames Water area, primarily Reading.

Hours
This role operates on a 16-week rotating shift pattern with 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
As a Customer Incident Responder, you will be a key member of Thames Water’s operational response team, working in the field at the heart of incident response operations. Your role is vital in protecting public health and maintaining customer trust during service disruptions. You will respond to emergencies and prepare for future incidents, ensuring customers stay informed, supported, and supplied with water when needed most.

Your 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 while adhering to all road safety regulations; leading and supporting on-site teams to ensure safe and coordinated operations; and carrying out proactive, customer-focused tasks when not responding to incidents. You will always ensure compliance with health, safety, and hygiene standards while presenting yourself professionally every day.

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

About Thames Water
Thames Water is 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 here means 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
Previous experience in customer service or the utilities sector is a bonus but not essential.

About you
- Full UK driving licence and confident driver.
- Comfortable with manual handling tasks and the physical demands of the role.
- Good communication and interpersonal skills, able to stay calm and clear under pressure and in customer-facing situations.
- Able to work independently in remote locations, high-pressure environments, and outdoors in all weather conditions.
- Basic IT skills to confidently use portable devices.
- Friendly, customer-focused approach with a can-do attitude.
- Awareness of health, safety, and hygiene standards.

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