Specialist Team Co-ordinator

This is a great opportunity to join Thames Water in a role where you will support the management of complex customer journeys, helping to resolve technical issues efficiently while keeping customers informed every step of the way. As a Technical Team Co-ordinator, you will play an important role in ensuring cases are handled proactively, reducing repeat contact and delivering a positive customer experience.

What you’ll be doing as a Specialist Team Co-ordinator

• Managing complex customer cases end-to-end, ensuring timely and effective resolution
• Keeping customers informed throughout their journey with clear and proactive communication
• Validating incoming work and coordinating appointments, scheduling activities across teams and contractors
• Guiding customers on resolving issues, including ownership and next steps
• Liaising with internal teams, contractors and external stakeholders to progress cases
• Tracking work, maintaining accurate records and escalating issues where needed

Base location: Reading, Kemble Court
Working hours: Monday to Friday, 36 hours per week, 8 am to 4 pm
What you should bring to the role

• Strong communication skills, both verbal and written
• Ability to manage challenging conversations and provide excellent customer service
• Experience working in a fast-paced environment with competing priorities
• Good understanding of customer service processes, ideally within utilities or similar environments
• Ability to work collaboratively with multiple stakeholders and teams
• Confident using IT systems and able to learn new tools quickly (e.g. Excel, Salesforce, GIS)

What’s in it for you?

• This role will be paid   from £26,000 to £28,000 per annum depending on skills and experience
• 24 days holiday per year, increasing to 28 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.
• Performance-related pay plan directly linked to company performance measures and targets

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.