Job title: Customer Liaison
Ref: 39919
Division: Asset Operations & Capital Delivery
Location: Hybrid - Mogden (STW) - TW7 7LW
Contract type: Permanent
Full/Part-time: Full-time
Hours: 36 hours per week, Monday - Friday
Salary: Offering a salary up to £38,000 per annum depending on skills and experience
Job grade: B
Closing date: 04/03/2025
We are looking for a Customer Liaison to join Thames Water. You will play a critical role in improving customer satisfaction and ensuring excellent communication between Thames Water, its customers, and stakeholders.
You will improve customer and stakeholder satisfaction relating to Thames Water’s wastewater service, specifically the Mogden Waste Catchment which encompasses waste treatment and networks. This involves working with customers, stakeholders, and our operational teams to analyze and understand the drivers of customer satisfaction and complaints.
What you will be doing as a Customer Liaison?
* Reviewing the details of the enquiry or complaint to understand the issues.
* Collaborating with internal teams (such as the network team, contractors, or relevant departments) to investigate the cause.
* Providing a timely and effective resolution to the issue while managing customer expectations.
* Updating stakeholders with progress and resolution details.
* Acting as a liaison between the customer and the internal network team/contractors to understand technical or operational challenges.
* Scheduling updates, follow-ups, and ensuring that technical teams provide the necessary information.
* Coordinating the resolution of technical problems to avoid delays in project or service delivery.
* Responding to inquiries via phone, email, or in person.
* Delivering clear and consistent messaging regarding project updates, issues, or resolutions.
* Managing stakeholder expectations and ensuring that all parties are kept informed on progress.
* Visiting project sites or customer locations to gain first-hand knowledge of issues.
* Engaging with the public through meetings, addressing concerns, and providing updates.
* Ensuring that feedback from site visits or public meetings is recorded and acted upon.
What should you bring to the role?
* Analytical thinking for problem-solving.
* Effective communication to ensure clarity during the investigation and resolution.
* Empathy and customer service skills for handling complaints.
* Strong interpersonal skills to maintain positive relationships with contractors and teams.
* Strong verbal and written communication skills.
* Problem-solving and adaptability in dynamic, real-world settings.
* Strong presence in face-to-face interactions.
* Full UK Driving Licence.
What’s In it for you?
* Offering a salary up to £38,000 per annum depending on skills and experience.
* Annual Leave: 26 days holiday per year increasing to 30 with length of service (Plus bank holidays)
* GymPass: free fitness plan and access to several well-being apps for you and up to three family members, as well as discounted plans nationwide!
* Cycle to work scheme, always on and up to £3,000 to save money, get fit, and help protect the environment.
* WeCare: a variety of health and wellbeing services for you and your family including up to 10 specialist counselling sessions, 24/7 access to a virtual GP, get-fit programmes, and access to a nutritionist.
* 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.
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.
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 a 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.
#J-18808-Ljbffr