Customer Incident Manager

As a Customer Incident Manager, you will take charge of our customer response efforts during operational incidents. Acting as the central point of contact, you’ll bring together stakeholders and information to ensure clear and consistent communication while placing customers at the heart of every decision.

What you’ll be doing as a Customer Incident Manager

• Lead, develop, and motivate Customer Response Agents and Incident Responders, ensuring high service standards.
• Manage key customer actions during incidents, including proactive communications, site presence, and mobilizing customer hubs and alternative water supplies.
• Build and maintain strong relationships with internal and external stakeholders.
• Oversee emergency response activities and ensure customer-focused solutions are in place.
• Use data insights to monitor trends and guide customer response strategies.
• Champion a “no compromise” approach to health and safety for your team.

Location: Kemble Court, Reading.

Shift Pattern: Varied shifts between 6:00 AM and 10:00 PM including weekends.

What you should bring to the role

• Background in successfully leading and developing teams, with a track record of performance management.
• Confidence in making critical decisions under tight deadlines.
• A passion for placing customers at the centre of operations.
• Ability to convey complex information clearly and influence others through trust and reputation.
• A mindset geared toward learning, innovation, and sustainable change.

What’s in it for you?

• Competitive salary from £41,440 to £55,000 per annum depending on skills and experience.
• Annual Leave - 24 days holiday per year increasing to 28 with the length of service.
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of your and your family’s health and well-being, 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 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.

The 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. We aim to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support you.

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.