Customer Guarantee Scheme Advisor

idibu; England; Hybrid; GBP 24,000 - 31,000; Full time

Job summary

A leading UK water company is seeking a detail-oriented professional to join the Customer Guarantee Scheme Payments Team. The role involves processing payments, supporting customer entitlements, and addressing inquiries while maintaining accurate records. Candidates should possess strong Excel skills and a background in data entry. This position offers a salary range of £24,800 to £31,000 and comes with a hybrid working model in multiple locations. Additional benefits include generous holidays and health support.

Benefits

24 days holiday per year

Generous pension scheme

Health and wellbeing benefits

Qualifications

• Strong Excel skills, including basic formulas and functions such as VLOOKUP.
• Proven experience in accurate data entry and reporting.
• Solid numeracy skills with attention to detail; experience in accounting preferred.
• Ability to positively influence processes and people.

Responsibilities

• Process customer payments in line with regulatory obligations.
• Respond to customer queries via phone and written correspondence.
• Investigate CGS payment requests ensuring fair outcomes.
• Review and rectify compliance failures within the team.
• Highlight recurring issues to management for improvement.

Skills

Strong Excel skills

Accurate data entry

Attention to detail

Numeracy skills

Team-player qualities

Job description

This role sits at the heart of the Customer Guarantee Scheme (CGS) Payments Team, focusing on processing payments and supporting customers who may be entitled to compensation. It’s a detail‑oriented position that combines customer service with data accuracy, working closely with colleagues and contractors across Thames Water to make sure every payment is handled fairly and on time.

Responsibilities

• Process customer payments in line with regulatory obligations and CGS, maintaining accurate and auditable records across corporate systems and tracking tools.
• Respond to customer queries over the phone and through written correspondence, using both standard and tailored letters to explain entitlements or resolve payment‑related questions.
• Investigate and analyse CGS payment requests from other business areas and the public, ensuring fair outcomes and compliance with company policy.
• Review compliance failures identified within the CGS Payments Team, completing necessary amendments and ensuring a clear audit trail.
• Support continuous improvement by highlighting recurring drivers of CGS payments to management, assisting with data reconciliation activities (weekly, monthly and annually) to improve accuracy and customer experience.

Base Locations

• Hybrid – Kemble Court, RG2 6AD
• Hybrid – Walnut Court, SN2 8BN

Working Pattern

36 hours per week.

Qualifications

• Strong Excel skills, including the use of basic formulas and functions such as VLOOKUP to analyse and manage data effectively.
• Proven experience in accurate data entry and reporting, providing reliable performance information for senior management and external stakeholders.
• Solid numeracy skills with attention to detail; experience in accounting or reconciliation processes would be an advantage.
• Comfortable dealing with staff of all levels and able to constructively challenge or influence people and processes to identify improvements. A positive demeanour and good team‑player qualities are essential.

Benefits

• Salary range: £24,800 to £31,000 per annum, depending on skills and experience.
• 24 days holiday per year, increasing to 28 with length of service (plus bank holidays).
• Generous pension scheme through AON.
• Performance‑related pay plan directly linked to company performance measures and targets.
• Health and wellbeing benefits: annual health MOTs, physiotherapy and counselling, Cycle to Work scheme, shopping vouchers and life assurance.

Company Overview

We’re the UK’s largest water and wastewater company, supporting over 16 million customers daily to supply water for their taps and toilets. We build a better future for all, helping customers, communities, people, and the planet to thrive.

We are committed to diversity and inclusion and welcome applications from everyone. If you need any adjustments, whether that’s extra time, accessible formats or anything else, let us know and we’ll support you throughout the recruitment process.

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.