Claims Advisor

Jobs.co.uk; Reading; Hybrid; GBP 26,000 - 33,000; Full time

Benefits offered by this job

24 days holiday

Generous Pension Scheme through AON

Cycle to Work scheme

Life assurance

Job summary

Thames Water is seeking a proactive Claims Advisor in Reading to manage customer claims from start to finish, handling both phone and written communication. You will investigate cases, gather evidence, determine liability, and explain outcomes clearly, while maintaining accurate records in CRM systems.

The role is hybrid with a base location in Reading and Swindon, with standard office hours and training provided.

Qualifications

• Background in a customer-facing role would be essential, with strong investigation skills.
• Ability to manage claims end-to-end and explain outcomes clearly to customers.
• Proficient in CRM and IT systems, with good record-keeping and communication.

Responsibilities

• Manage customer claims from start to finish via phone and written communication.
• Investigate claims by reviewing internal systems and gathering evidence.
• Determine liability and explain outcomes clearly to customers.
• Maintain accurate records using CRM tools and internal systems.
• Collaborate with Legal, Insurance and Operational teams to reach the right outcome.
• Handle inbound and outbound calls and support customers throughout their journey.

Skills

Customer-facing

Investigation skills

Communication

CRM systems

IT literacy

MS Office

Tools

CRM tools

WFM

C4C

MS Office

Job description

About The Role

Based in Reading, this full-time Claims Advisor role sits within Pertemps Thames Water, paying £26,000 to £32,500 yearly, dependent on skills and experience. The successful candidate will manage customer claims from start to finish, handling both phone and written communication. Duties include investigating cases by reviewing internal systems, gathering supporting evidence, and determining liability before explaining outcomes clearly. Accurate record-keeping via CRM tools is essential, alongside close collaboration with Legal, Insurance and Operational colleagues. Strong investigative ability, customer focus, and sound judgement are key. Applicants should be comfortable with inbound and outbound calls, working towards fair, balanced resolutions for every claim.

This role is a great opportunity for someone who enjoys investigating problems, supporting customers, and working towards fair and balanced outcomes. As a Claims Advisor, you’ll play an important part in helping customers through the claims process while working closely with different teams across the business.

What You’ll Be Doing As a Claims Advisor

• Managing customer claims from start to finish, including both phone and written communication
• Investigating claims by reviewing internal systems and gathering supporting evidence.
• Determining liability and clearly explaining outcomes to customers.
• Keeping accurate and detailed records using internal systems and CRM tools.
• Working closely with Legal, Insurance and Operational teams to reach the right outcome.
• Handling inbound and outbound calls and supporting customers throughout their journey.

Base location

hybrid format in Reading RG2 6AD or Swindon SN1, with 2 working days from the office.

Working hours

Monday to Friday with alternating shifts of 08:00–16:00 and 09:00–17:00

What You Should Bring To The Role

• Background in a customer-facing role would be essential, along with investigation skills.
• Strong problem-solving skills, with the ability to manage multiple cases effectively.
• Confident and professional communication, both written and over the phone, including explaining difficult decisions clearly.
• Comfortable engaging with a range of stakeholders and handling differing viewpoints.
• IT literate, including MS Office and CRM systems.
• Experience in claims or complaints handling, property damage claims, water operations, or systems such as WFM, CRM, C4C would be beneficial.

What’s in it for you

You’ll be joining a small, friendly and supportive team where no two days are the same. This role offers a great mix of customer interaction, investigation, and collaboration across the business, with full training provided to help you succeed.

• This role will be paid from £26,000 to £32,500 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 Wate

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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.