Customer Experience Coordinator

Thames Water; Reading; Hybrid; GBP 42,000 - 46,000; Full time

Benefits offered by this job

Car Allowance

Annual Leave 26–30 days

Performance-related pay

Generous Pension Scheme

Job summary

Thames Water is seeking a Customer Experience Coordinator in Reading to lead customer and stakeholder engagement across our major upgrade programme. Hybrid working at Clearwater Court with typical 36 hours per week, Monday to Friday, and travel to sites as required.

You will work with local councils, residents associations, and cross-functional teams to ensure customer needs are integrated into delivery, manage communications, and support our brand and messaging.

Qualifications

• Strong communication and engagement skills are essential.
• Ability to balance competing demands and deliver solutions.
• Good organisational skills.
• Experience in customer engagement.
• Ability to liaise at all levels and influence accordingly.
• Full UK driving licence is required for travel to other sites.

Responsibilities

• Lead the engagement and communication on each project with stakeholders including Local Government Councillors and residents’ associations.
• Work with project delivery teams to champion customer and stakeholder requirements.
• Ensure complaints are responded to and resolved within set timeframes; promote customer commendations.
• Coordinate with Local Engagement, Social Media, Brand and Marketing teams to keep projects on brand and messaging consistent.
• Create and maintain webpages to promote and update projects and inform customers.
• Complete documentation for communication plans, such as customer impact assessments and letters.
• Represent Thames Water at meetings, including public drop-in sessions and webinars.
• Attend site visits and complete surveys to ensure compliance with signage, PPE and policies.
• Deliver excellent customer service and drive continuous improvement.
• Promote the Biggest Upgrade and explain benefits to customers and stakeholders.

Skills

Communication skills

Engagement

Organisational skills

Team player

Liaise at all levels

Driving licence

Job description

This is a high-profile customer and stakeholder-facing role supporting the delivery of our Biggest Ever Upgrade in 150 years, built within our capital delivery programme AMP8.

As well as engaging with customers about our projects, the successful candidate will also be promoting these to public figures such as elected councillors.

What you'll be doing as a Customer Experience Coordinator

• Lead the engagement and communication on each project from beginning to end. Stakeholders will include Local Government Councillors and officers, members and officers of Parish Councils and Residents Associations
• Work within the project delivery teams to ensure that customer and stakeholders’ requirements are championed.
• Ensure any complaints are responded to and resolved within set timeframes and promote customer commendations.
• Work alongside the various Thames Water departments (i.e. Local Engagement team, Social Media Team and the Brand and Marketing Team) to ensure that our projects, including signage, are on brand and that any written communication uses the Thames Water tone.
• Ensure webpages are created to promote and update our projects, and keep our customers informed.
• Accountable for completion of all relevant documentation which forms part of the communication plans for each project, i.e. customer impact assessments and letters.
• Represent Thames Water along with our project teams at customer, stakeholder and project meetings as required, including public drop-in sessions and Webinars.
• Attend site visits and complete site surveys to confirm compliance with policies, e.g. signage. PPE.
• Deliver excellent customer service and continuous improvement.
• Support and promote our Biggest Upgrade in 150 years, understanding and explaining the benefits to our customers and stakeholders.

Base location – Hybrid – Clearwater Court, Reading

Working pattern – Monday to Friday 36 hours

Requirements for the role – Full valid UK driving licence.

What you should bring to the role

The essential criteria to help you succeed in this role are:

• Strong communication and engagement skills
• Balance competing demands to deliver solutions accepted by all parties.
• Good organisational skills
• Experience in customer engagement
• Ability to liaise at all levels and influence accordingly.
• Be a team player.
• Full UK driving licence as travel to other sites is required.

What's in it for you?

• Competitive salary from £42,000 to £46,000 per annum
• Annual Leave - 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
• Car Allowance
• 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, Cycle to Work schemes, shopping vouchers, and life assurance.

Find out more about our benefits and rewards (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.

Learning more about our purpose and values

Working at 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.