Customer Communications Analyst

Join Our Team – Make an Impact Every Day
We seek a confident, customer-focused professional to support daily team operations and manage end-to-end activities in the deregulated marketplace.
In this role, you’ll be the main point of contact for customer communications and play a key part in stakeholder and communications support. You'll work with complex information, make informed decisions, and keep things running smoothly.

What you’ll be doing as a Customer Communications Analyst

• Liaising directly with external and internal stakeholders to help resolve customer queries and complaints taken by the Thames Water customer contact centre
• Ensure all procedures and processes are followed when resolving complaints
• Ensuring all cases you work on are effectively managed and reported upon from the point of complaint to ultimate resolution
• Making a difference for our customers who will be impacted within the Capital Delivery project, improving our assets and the service we provide to our 15 million customers
• To ensure that team support is provided daily and manage the life process activities within the deregulation marketplace. This will include being the main communication point for all customer contacts, both written and telephone
• You will also be actively involved with the day-to-day operations of Communications and Stakeholder support

Hybrid—Clearwater Court: You will be required to be in the office once a week, and the rest of the week, you will be based at home.

This role is 36 hours a week, Monday to Friday.

What you should bring to the role of a Customer Communications Analyst

• An understanding of project delivery and awareness of business procedures and processes.
• Strong negotiation skills to achieve successful customer outcomes with internal teams and stakeholders.
• Decisiveness in resolving queries and a calm approach under pressure in a target-driven environment.
• Confidence in building strong relationships with stakeholders.
• An analytical mindset that can provide precise data analysis & commentary.
• Microsoft Excel skills–working with large and multiple data sheets.
• Working knowledge of Office IT Systems (including MS Office (Word), MS Outlook E-mail).
• Commercial awareness to balance customer needs with business goals.

What’s in it for you?

• Competitive salary from £29,000-£33,000 per annum, depending on the skills and experience of the successful candidate.
• 24 days holiday per year, increasing to 28 with the length of service. (Plus bank holidays)
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
• Personal Medical Assessments – Open to all once a year.
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.