Customer Planner

Thames Water; Slough; On-site; GBP 20,000 - 23,000; Full time

Job summary

Thames Water is seeking a Customer Planner for our Customer Solution Centre in Slough. You will help field teams access the right information and resources and keep customers informed throughout their journey.

You will plan and allocate work, prioritise tasks, communicate with customers, handle escalations, and work with multiple teams to keep work progressing smoothly. The role offers an on-site schedule in Slough with a 24-week assignment and 35 hours per week.

Qualifications

• Experience in a fast-paced customer service or operational environment.
• Experience planning, scheduling or coordinating work for field-based teams.
• Experience with Salesforce or within water/wastewater industry is helpful but not essential.
• Experience collaborating with multiple teams and stakeholders to build relationships.
• Confidence communicating with customers, including challenging conversations.
• Strong problem-solving and analytical skills with dynamic prioritisation.
• General computer skills including Microsoft Excel.
• Proactive approach and ownership to resolve issues.

Responsibilities

• Plan and allocate work to field teams with the right information, skills and equipment.
• Prioritise and monitor work, adjusting plans as demands change.
• Speak with customers to provide updates and own issues through to resolution.
• Support complex journeys, including complaints and escalations.
• Work with field teams, contractors and stakeholders to maintain progress.
• Maintain records and help identify process improvements.

Skills

Customer service

Planning & scheduling

Salesforce familiarity

Stakeholder management

Customer communication

Problem solving

Excel

Ownership

Tools

Salesforce

Job description

Customer Planner

We’re looking for a Customer Planner to join our Customer Solution Centre in Slough. You’ll play an important role in helping our field teams get to the right jobs, with the right information and resources, while making sure our customers are kept informed throughout their journey.

What you’ll be doing as a Customer Planner

• Plan and allocate work to our field teams, making sure engineers have the right information, skills and equipment to complete jobs successfully.
• Prioritise and monitor work throughout the day, adjusting plans when operational demands or customer needs change.
• Speak with customers to understand their situation, provide clear updates and take ownership of issues through to resolution.
• Support customers through more complex or sensitive journeys, including complaints and escalations.
• Work closely with field teams, contractors and internal stakeholders to keep work progressing smoothly.
• Maintain accurate records, support operational incidents when required and help identify opportunities to improve how we work.

What you should bring to the role

• Experience working in a fast‑paced customer service or operational environment.
• Experience planning, scheduling or coordinating work for field‑based teams would be beneficial.
• Experience using Salesforce or working within the water or wastewater industry would be helpful, but it’s not essential.
• Experience working with different teams and stakeholders, strong relationship‑building skills.
• Confidence communicating with customers, including during more challenging conversations.
• Good problem‑solving and analytical skills, with the ability to make sensible decisions when priorities change.
• Good general computer skills, including Microsoft Excel.
• A proactive approach and the confidence to take ownership of issues through to resolution.

What’s in it for you?

• Hourly Pay rate: £14.41 - £16.48 per hour
• Expenses: Excluded
• Location: Slough, SL1 4PJ
• Length of assignment: 24 weeks
• Hours: 35 hours per week
• Working days: Sunday to Wednesday, 7am–5pm
• Please note you will be on assignment at Thames Water via Pertemps

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.

Learn more about our purpose and values

Working at Thames Water

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.

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.