Customer Planner

Thames Water Utilities Limited; Slough; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

24 days holiday

Pension scheme through AON

Health & wellbeing benefits

Cycle to Work

Life assurance

Shopping vouchers

Job summary

Thames Water Utilities Limited is seeking a friendly, organised Customer Planner in Slough. You will plan and allocate work for field engineers, ensuring they have the right information, skills, and equipment to resolve customer issues first time.

This 12-month fixed-term contract is based in a hybrid setting at 9 Cambridge Ave, Slough, with office days on Tuesday and Wednesday, from 7am to 3pm/8am-4pm/9am-4pm.

Qualifications

• Experience in a fast-paced customer service environment.
• Customer-focused approach with strong organisational skills.
• Ability to manage competing priorities.
• Confident in handling difficult conversations.
• SAP and Salesforce experience would be helpful.

Responsibilities

• Plan and allocate work for field teams to keep the day running smoothly.
• Speak with customers to understand issues and provide updates.
• Review information to diagnose problems and arrange work.
• Monitor planned work and adapt to changing priorities.
• Work with engineers, scheduling teams, operations and partners.
• Support customers with complex journeys, including repeat internal flooding cases.
• Use systems such as Salesforce, SAP, Smart Agent and Microsoft Office.

Skills

Planning

Customer service

Communication

Scheduling

Tools

Salesforce

SAP

Smart Agent

Microsoft Office

Job description

Hybrid - Slough-9 Cambridge Avenue(WCSC)

Job title Customer Planner Ref 45823 Division Asset Operations & Capital Delivery Location Hybrid - Slough-9 Cambridge Avenue(WCSC) Contract type Fixed term/Secondment Full/Part-time Full-time Hours 36 hours per week Salary This role will be paid from £26,000 to £30,000 per annum depending on skills and experience. Job grade A Closing date 13/11/2026

We’re looking for a friendly, organised Customer Planner to join our Customer Solution Centre team in Slough.

This is a busy and rewarding role where you’ll help plan work for our field engineers, making sure they have the right information, skills and equipment to resolve customer issues first time. You’ll be at the heart of the customer journey, supporting customers through wastewater and drainage issues and keeping them informed from start to finish.

Please note that this is a 12-month fixed-term contract.

What you’ll be doing as a Customer Planner

• Planning and allocating work for field teams to keep the day running smoothly.
• Speaking with customers to understand their issue, offer reassurance and provide clear updates.
• Reviewing information to help diagnose problems and arrange the right work.
• Monitoring planned work throughout the day and responding to changing priorities.
• Working closely with engineers, scheduling teams, operations and partners.
• Supporting customers with more complex or sensitive journeys, including repeat internal flooding cases.
• Using systems such as Salesforce, SAP, Smart Agent and Microsoft Office.

Working hours: Monday to Friday 7 am to 3 pm/8 am to 4 pm/ 9 am to 4 pm

Location: Slough, 9 Cambridge Ave, Slough, Berkshire England, SL1 4PJ - hybrid format with Tuesday and Wednesday from the office.

What you should bring to the role

• Experience in a fast-paced customer service environment, including inbound and proactive phone calls, with planning experience.
• A customer-focused approach, strong organisational skills, and the ability to manage competing priorities.
• Confidence in handling sometimes difficult conversations calmly and professionally.
• SAP and Salesforce experience would be helpful.
• Experience planning work for field-based teams would be advantageous.

What’s in it for you?

• This role will be paid from £26,000 to £30,000 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.
• Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks (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.

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.