Customer Incident Responder Team Manager

This is a great opportunity to lead a highly visible, customer-focused team at the heart of incident response. As a Customer Incident Responder Team Manager at Thames Water, you will play a key role in supporting customers during operational incidents, ensuring they receive timely, compassionate and practical support when it matters most.

What you’ll be doing as a Customer Incident Responder Team Manager

• You will lead, develop and motivate a team of around 10–12 field-based Customer Incident Responders, supporting performance, wellbeing and attendance while fostering a high-performing, customer-first culture.
• You will be responsible for the field delivery of alternative water supplies during and after incidents, including the setup and management of bottled water stations and the delivery of bottled water to Priority Services Register customers.
• Outside of live incidents, you will oversee planned activities such as bottled water station location validation and readiness checks to ensure teams are always prepared.
• You will champion a zero-compromise approach to health, safety and wellbeing, delivering regular field-based.
• You will drive continuous improvement within the CIR function, leading change initiatives that enhance service quality, efficiency and customer experience.

Base Location: Kemble Court (RG2 6AD) with field work.

Working pattern: Shift-based role between 7 am and 9 pm, including standby rotation (1 in 4 weeks)

Hybrid working: 2–3 days per week in the office or out in the field

What you should bring to the role

• Proven experience delivering customer-centric services, ideally in fast-paced or operational environments.
• Experience leading, managing or supervising a team, with the confidence to motivate, support and develop others.
• A track record of driving continuous improvement and managing change effectively.
• Strong analytical and problem-solving skills, with experience producing clear reports and presentations.
• Working knowledge of water or utilities industry operations will be beneficial
• Experience using MS Office tools such as Excel and PowerPoint.

What’s in it for you?

• This role will be paid from £38,180 to £45,000 per annum, depending on skills and experience, plus additional standby payments. (roughly £1,500 per year)
• 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays)
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of yourself 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 (Please note different T&Cs apply if on secondment)

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.