Customer Liaison

Are you a great communicator who thrives on making a difference? In this role, you’ll be the Customer Liaison for the Wastewater area in North London. You will manage a busy caseload and take full ownership of your area, investigating and resolving customer complaints with waste team members. In this varied and people focussed role you will be the voice of Thames Water and use your effective communication skills to resolve customer challenges.

What you’ll be doing as a Customer Liaison

• Managing a dynamic caseload and taking full ownership of your area, investigating and resolving customer complaints, with waste team members.
• Communicating with customers via telephone, email and site visits, ensuring we follow our brand and regulatory guidelines, keeping them updated throughout their journey.
• Collaborating with teams across the business to find timely and effective resolutions.
• Main point of contact for case managers. Be responsible for managing the trackers for open complaints for the region, ensuring the right information is provided in a timely manner to the relevant Customer Team.
• Arranging and running meetings to bring all relevant parties together to resolve complaints and keep internal stakeholders informed of their progress.
• Negotiating or escalating unresolved issues to achieve the best outcomes for both the customer and the company, resolving customer concerns efficiently.
• Controlling the customer journey to make it as positive as possible while maintaining accountability at every step. Balancing customer satisfaction with the financial considerations of the business.
• You’ll be the voice of TW and the person the customer can trust within our company. You’ll have the chance to build meaningful relationships, acting as a single point of contact to resolve customer complaints and turn challenging situations into positive experiences.
• You’ll be attending site visits, with members of the teams, be the main contact for the customers, then keep them informed every step of the way.

Location – Hybrid – with access to North London and Beckton STW and our Hammersmith PS office.

Hours and Working Pattern - 38 hours a week, Monday - Friday

What you should bring to the role

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

• A customer advocate with passion and determination to improve customer experience.
• A good communicator who can work collaboratively with many different teams and colleagues across the company.
• Excellent written and verbal communication skills with a customer focus.
• You will have experience of engagement with customers and have strong interpersonal and influencing skills.
• The ability to manage your own workload, prioritise tasks and decide on suitable action to resolve the issue is essential.
• Ability to explain complex information in an easy-to-understand manner.
• Resilience and adaptability, able to manage challenging cases while staying professional and impartial.
• Strong negotiation skills to achieve successful outcomes with customers and internal teams.
• A problem-solving mindset with a commitment to taking ownership and delivering results.
• Technical skills – proficient in MS Office. (Excel, Outlook, Word) and comfortable using operational systems like Salesforce. GIS.
• Commercial awareness to balance customer needs with business goals.
• Confidence in building strong relationships with customers and stakeholders.
• Decisiveness in resolving queries and a calm approach under pressure in a target-driven environment.
• Flexibility and adaptability to handle changing priorities in a reactive environment with ease.
• This role requires flexibility in working area, some travel to the regional depots will be required regardless of base location.
• A full clean UK driver’s licence is essential, as is use of a car for business purposes.

Additional skills and experiences would be great to have/bring:

• Ideally, you will possess good knowledge of waste networks issues and the wholesale wastewater operational business.

What’s in it for you?

• Competitive salary from £33,000 to £40,000 per annum depending on experience.
• 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays) 
• Performance-related pay plan directly linked to company performance measures and targets
• Generous Pension Scheme through AON.
• 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.