Customer Guarantee Scheme Advisor

Thames Water Utilities Limited; United Kingdom; Hybrid; GBP 24,000 - 31,000; Full time

Job summary

A leading water utility provider is seeking a Customer Guarantee Scheme Advisor to manage customer payments and queries. The role requires strong Excel skills and attention to detail, along with experience in data entry. Candidates will support compliance and data reconciliation while ensuring fair outcomes for customers. This position offers a hybrid work environment with competitive salary and benefits including a generous pension scheme and holiday allowance.

Benefits

24 days holiday per year

Generous Pension Scheme

Performance-related pay plan

Health and wellbeing benefits

Qualifications

• Proven experience in accurate data entry and reporting.
• Experience in accounting or reconciliation processes is an advantage.
• Ability to constructively challenge or influence people and processes.

Responsibilities

• Process customer payments and maintain accurate records.
• Respond to customer queries via phone and written correspondence.
• Investigate and analyse CGS payment requests.
• Review compliance failures and ensure audit trails.
• Support data reconciliation activities to improve customer experience.

Skills

Strong Excel skills

Data entry experience

Solid numeracy skills

Attention to detail

Comfortable with staff of all levels

Job description

Job title Customer Guarantee Scheme Advisor Ref 41573

Division Asset Operations & Capital Delivery

Location Hybrid - Kemble Court - RG2 6AD or Hybrid - Walnut Court - SN2 8BN

Contract type Permanent Full/Part-time Full-time

Salary This role will be paid from £24,800 to £31,000 per annum depending on skills and experience

Job grade A

Closing date 06/01/2026

What you’ll be doing as a Customer Guarantee Scheme Advisor

• Process customer payments in line with regulatory obligations and the 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.

What you should bring to the role

• 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.
• You will be comfortable dealing with staff of all levels and able to constructively challenge or influence people and processes to identify improvements. As this is a very small team, a positive demeanour and being a good team player are essential qualities.

What’s in it for you

• 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.
• Access to a wide range of benefits to support health, wellbeing and finances, including annual health MOTs, physiotherapy and counselling, Cycle to Work, shopping vouchers and life assurance.

Working Pattern: 36 hours per week

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.

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.