Customer Experience Lead for Major Upgrade & Stakeholders

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

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.