Customer Case Manager

Thames Water Utilities Limited; Slough; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading water services provider in Slough is looking for a Customer Case Manager to support non-household customers. You will manage customer journeys, resolve issues, and ensure timely updates via various systems like Salesforce and SAP. Ideal candidates will have a background in customer service and excellent communication skills. This is a full-time role with a pay rate of £14.50 per hour.

Benefits

Hourly pay rate: £14.50

Potential for permanent position

Qualifications

• Experience in managing customer interactions and complaints.
• Ability to work under pressure and meet targets.
• Team collaboration and adaptability to change.

Responsibilities

• Act as the main point of contact for customers.
• Proactively communicate updates to customers.
• Manage customer cases and complaints effectively.
• Collaborate with cross-functional teams.
• Utilize various IT systems to track and resolve cases.

Skills

Clear and confident verbal communication

Strong background in customer service

Solid IT skills

Analytical thinking

Problem solving

Tools

Salesforce

SAP

Microsoft Office

Job description

Slough-9 Cambridge Avenue(WCSC) - SL1 4QA

Job title Customer Case Manager Ref 43307 Division Asset Operations & Capital Delivery Location Slough-9 Cambridge Avenue(WCSC) - SL1 4QA Contract type Temporary Full/Part-time Full-time Salary Temporary Assignment with rate of pay £14.50 per hour Closing date 09/12/2025

This role focuses on supporting non-household customers who need extra care during their journey with us. You’ll be the single point of contact for customers affected by operational work, keeping them informed, coordinating support and making sure they feel looked after until everything is resolved. Using Salesforce, AWS tools and our operational systems, you’ll stay fully up to date so you can provide clear, timely and confident updates every step of the way.

What you’ll be doing as a Non-Household Case Manager

• Acting as the main point of contact for customers in your caseload, taking full ownership of their journey from start to finish and resolving issues or complaints through investigation and escalation.
• Proactively keeping customers updated at every stage, offering clear, empathetic and professional communication, including completing Hold The Loop and Close The Loop actions within SLA.
• Managing challenging conversations confidently, setting expectations and representing Thames Water in a calm and supportive way with customers, engineers, contractors and internal teams.
• Searching and reviewing work history, attendance updates and related work orders to give customers accurate and helpful information.
• Ensuring all customer contact and case activity is completed accurately, compliantly and within required timeframes.
• Working collaboratively with cross-functional teams to support work completion, share information and keep everything moving.
• Using systems such as Salesforce, Smart Agent, Voicesage, SAP and Microsoft Office to track cases, record updates and maintain clear, reliable information.

What you should bring to the role

• Clear and confident verbal communication
• Strong background in customer service
• Comfortable working under pressure and meeting agreed targets
• A collaborative mindset and the ability to support your team
• Solid IT skills and confidence in learning new systems
• Strengths in customer focus, communication, analytical thinking, prioritisation, problem solving, accountability, and adapting to change

What’s in it for you?

• Hourly pay rate: £14.50 per hour
• Expenses: Not included
• Location: Slough, SL1 4QA
• Length of assignment: 6 months, with the potential to become permanent
• Start date: 12 January (flexible and can be discussed with the successful candidate)
• Hours: 36 per week. Please note that this role includes working full weekends on a 1-in-4 rota.

Please note you will be on assignment at Thames Water via Pertemps

Who are we?

At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all. But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

Working at Thames Water

At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

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.