Customer Service Technician

Do you have an NVQ Level 2 in Plumbing (or equivalent practical experience) and enjoy solving problems while delivering excellent customer service?
Thames Water are looking for a proactive Customer Service Technician to join our Smart Water Metering team. In this field-based role, you'll investigate and resolve meter issues, carry out installations and replacements, and help customers better understand and manage their water usage.
Working with customers, delivery partners and the Smart Meter Operations Centre, you'll play a key role in improving service performance, maintaining high-quality standards and supporting Thames Water's environmental commitments through smarter water use and reduced leakage.
This is a great opportunity for someone with practical plumbing experience who enjoys working independently, helping customers and making a real difference every day.
What you'll be doing as a Customer Service Technician

• Carrying out Health & Safety, compliance and quality audits across metering activities.
• Investigating and resolving smart meter issues, including connectivity, stale and zero-read meters.
• Installing and replacing meters to ensure reliable service for customers.
• Visiting customers to resolve complaints, escalations and service-related issues.
• Producing audit and performance reports, identifying trends and opportunities for improvement.
• Helping customers save water and money through water-efficiency advice and simple fixes.
• Working collaboratively with internal teams and delivery partners to drive continuous improvement and excellent customer outcomes.

What you should bring to the role

• Experience working within a team-focused operational environment.
• Strong problem-solving skills and the ability to analyse information and produce reports.
• Excellent communication and stakeholder management skills.
• A customer-first mindset with experience delivering great customer service.
• High attention to detail and a strong focus on quality, compliance and safety.
• Good IT skills and experience using business systems.
• Experience within the utilities sector or a similar field-based role.

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

• NVQ Level 2 Plumbing (or equivalent practical experience).
• Strong planning, organisation and decision-making skills.
• Ability to work independently and safely in a lone-working environment.
• Good understanding of Health & Safety legislation and safe working practices.
• Confidence to challenge, influence and drive positive outcomes.

Extra qualities that would be a great fit for our team:

• Meter reading and metering operations knowledge.
• Meter installation, maintenance or investigation experience.
• Experience using Safeguard, Sphera or similar compliance systems.
• Knowledge of Street Works compliance.
• Experience in the water, utilities or infrastructure sectors.
• Self-motivated, adaptable and committed to continuous improvement.

If you're passionate about customer service, enjoy working in the field and want to play a part in helping customers and communities use water wisely, we'd love to hear from you.
Base location: Hybrid – Field Based
Hours 36 hours per week
What’s in it for you?

• A starting salary of £35,265.00 and up to £45,000.00 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.
• Performance-related pay plan directly linked to company performance measures and targets.
• 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 (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.

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