Claims Advisor

Thames Water Utilities Limited; Reading, Swindon; Hybrid; GBP 26,000 - 33,000; Full time

Benefits offered by this job

24 days holiday

Generous Pension

Employee benefits

Cycle to Work

Job summary

Thames Water Utilities Limited is seeking a Claims Advisor to manage customer claims from start to finish, handling both phone and written communications and collaborating with Legal, Insurance and Operational teams.

You will investigate claims using internal systems, determine liability, and keep detailed CRM records while providing clear explanations to customers. This is a hybrid role based in Reading or Swindon with training provided.

Qualifications

• Background in a customer-facing role with investigation skills.
• Strong problem-solving abilities and the capacity to manage multiple cases.
• Confident and professional communication, written and on the phone.

Responsibilities

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

Skills

Customer-facing

Investigation skills

Problem solving

Communication

Stakeholder engagement

IT literacy

CRM systems

Tools

CRM systems

WFM

C4C

Job description

Hybrid - Kemble Court - RG2 6AD, Newbridge Square (Swindon) Office

Job title Claims Advisor Ref 45174 Division Asset Operations & Capital Delivery Location Hybrid - Kemble Court - RG2 6AD, Newbridge Square (Swindon) Office Contract type Permanent Full/Part-time Full-time Salary This role will be paidfrom £26,000 to £32,500 per annum depending on skills and experience Job grade A Closing date 12/10/2026

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.

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.