Claims Advisor

Pertemps Thames Water; Reading; Hybrid; GBP 26,000 - 33,000; Full time

Benefits offered by this job

Generous Pension (AON)

Performance-based pay

Benefits package

Job summary

Pertemps Thames Water in Reading is seeking a proactive Claims Advisor to manage customer claims from start to finish and guide customers through the process.

You will investigate using internal systems, gather evidence, determine liability, and keep detailed records in CRM tools. The role is hybrid with a base in Reading and salary £26,000–£32,500 per year.

Join a team that collaborates with Legal, Insurance and Operations to reach fair outcomes, with generous benefits and pension support.

Qualifications

• Background in a customer-facing role is essential.
• Investigation skills are required.
• Strong problem-solving abilities to manage multiple cases.
• Confident, professional written and verbal communication.
• Able to engage with stakeholders and manage differing viewpoints.
• IT literacy including MS Office and CRM systems; experience with claims systems is beneficial.

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.
• Keep accurate records using internal systems and CRM tools.
• Collaborate with Legal, Insurance and Operations teams to reach the right outcome.
• Handle inbound and outbound calls and support customers throughout their journey.

Skills

Customer-facing

Investigation

Problem solving

Communication

MS Office

CRM systems

Claims handling

Job description

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.

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

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

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).

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.

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

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.