Customer Liaison

We are looking for a Customer Liaison to join our Team.

Are you a great communicator who thrives on making a difference? In this role, you’ll be a Customer Liaison for the Wastewater area in Thames Valley.

Working Hours: 36 hours per week.

Location: Hybrid, Thames Valley.

What you will be doing as a Customer Liaison

• Managing a dynamic caseload and taking full ownership of your area, investigating and resolving customer complaints, with waste team members.
• Proactively managing customers, during the events, liaison with Customer reps during events.
• Communicating with customers via telephone, email and site visits, ensuring we follow our brand and regulatory guidelines, keeping them updated throughout their journey. 
• Collaborating with various teams across the business to find timely and effective resolutions.
• Main point of contact for case managers.
• Negotiating or escalating unresolved issues to achieve the best outcomes for both the customer and the company, and resolving customer concerns efficiently.
• Following company policies while thinking creatively to deliver the right solutions.
• Controlling the customer journey to make it as positive as possible while maintaining accountability at every step.
• Balancing customer satisfaction with the financial considerations of the business.
• You’ll be the voice of TW and the person the customer can trust within our company.
• You’ll have the chance to build meaningful relationships, acting as a single point of contact to resolve customer complaints and turn challenging situations into positive experiences.
• You’ll be attending site visits with members of the teams, be the main contact for the customers, and then keep them informed every step of the way.
• You will work closely with team members in the area, taking ownership of your area within Thames Valley.
• You’ll manage your own activities, coordinate with colleagues, and ensure every customer is informed, taking a proactive approach to events.

To thrive in this role, the essential criteria you’ll need is:

• A passion for delivering exceptional customer service and excellent communication skills, telephone and face-to-face.
• Ability to explain complex information in an easy-to-understand manner.
• Resilience and adaptability, able to manage challenging cases while staying professional and impartial.
• Strong negotiation skills to achieve successful outcomes with customers and internal teams.
• A problem-solving mindset with a commitment to taking ownership and delivering results.
• Technical skills – proficient in MS Office. (Excel, Outlook, Word) and comfortable using operational systems like Salesforce. GIS.
• Commercial awareness to balance customer needs with business goals.
• Confidence in building strong relationships with customers and stakeholders.
• Decisiveness in resolving queries and a calm approach under pressure in a target-driven environment.
• Flexibility and adaptability to handle changing priorities in a reactive environment with ease.
• Due to the nature of the role a Full UK driving licence is essential.

If you’re ready to take on a rewarding challenge where you’ll make a real difference in our customers' lives, we’d love to hear from you!

What’s in it for you? 

• Offering a salary between £34,000 - £40,000 per annum depending on skills and experience.
• 26 days holiday per year, increasing to 30 with the length of service. (plus, bank holidays)
• Benefits on Tap, access to discounts, cashback and instant vouchers.
• Generous Paternity Leave, including 4 weeks paid and an optional 2 weeks unpaid.
• Enhanced Maternity Leave, 26 weeks full pay and 13 weeks half pay.
• Ongoing performance development reviews to help you be your best and identify growth opportunities.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

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 meaningful career opportunities, flexible working arrangements and excellent benefits.

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.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, 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 and meet colleagues.

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.