Customer Service Technician

Pertemps Thames Water; Slough; Hybrid; GBP 35,000 - 45,000; Full time

Benefits offered by this job

24 days holiday per year (increasing 2

Generous Pension Scheme through AON

Performance-related pay plan

Employee benefits package (health, 1e8

Job summary

Pertemps Thames Water in Slough is seeking a full-time Customer Service Technician to join the Smart Water Metering team. The role involves investigating and resolving meter issues, installing and replacing meters, and helping customers understand and manage their water usage.

With a starting salary of £35,265 rising to £45,000, the job requires an NVQ Level 2 in Plumbing (or equivalent) and strong problem-solving, communication and customer-service skills.

Qualifications

• NVQ Level 2 in Plumbing (or equivalent practical experience).
• Strong problem-solving ability and commitment to excellent customer care.
• Excellent communication and stakeholder management skills.
• Customer-first mindset with high attention to detail and safety.
• Good IT skills and experience using business systems.
• Experience within utilities or a field-based role.

Responsibilities

• Carrying out Health & Safety, compliance and quality audits across metering activities.
• Investigating and resolving smart meter issues, including connectivity, stale and zero-read meters.
• Installing and replacing meters to ensure reliable service for customers.
• Visiting customers to resolve complaints, escalations and service-related issues.
• Producing audit and performance reports, identifying trends and opportunities for improvement.
• Helping customers save water and money through water-efficiency advice and simple fixes.
• Working collaboratively with internal teams and delivery partners to drive continuous improvement and excellent customer outcomes.

Skills

Strong problem-solving ability

Excellent customer care

Strong communication and stakeholder

Customer-first mindset

Attention to detail and safety

IT skills / business systems

Experience in utilities or field-based

Education

NVQ Level 2 in Plumbing (or equivalent practical experience)

Job description

This full-time Customer Service Technician role with Pertemps Thames Water is based in Slough, offering a starting salary of £35,265 rising to £45,000 depending on skills and experience. Working in the Smart Water Metering team, the successful candidate will investigate and resolve meter issues, carry out installations and replacements, and help customers understand and manage their usage. Liaison with customers, delivery partners and the Smart Meter Operations Centre is central to improving service performance and maintaining high standards. Applicants should hold an NVQ Level 2 in Plumbing or equivalent practical experience, with strong problem-solving ability and a commitment to excellent customer care. The position supports environmental goals through smarter water use and reduced leakage.

Do you have an NVQ Level 2 in Plumbing (or equivalent practical experience) and enjoy solving problems while delivering excellent customer service? Thames Water are looking for a proactive Customer Service Technician to join our Smart Water Metering team. In this field-based role, you'll investigate and resolve meter issues, carry out installations and replacements, and help customers better understand and manage their water usage. Working with customers, delivery partners and the Smart Meter Operations Centre, you'll play a key role in improving service performance, maintaining high-quality standards and supporting Thames Water's environmental commitments through smarter water use and reduced leakage. This is a great opportunity for someone with practical plumbing experience who enjoys working independently, helping customers and making a real difference every day.

What you'll be doing as a Customer Service Technician

• Carrying out Health & Safety, compliance and quality audits across metering activities.
• Investigating and resolving smart meter issues, including connectivity, stale and zero-read meters.
• Installing and replacing meters to ensure reliable service for customers.
• Visiting customers to resolve complaints, escalations and service-related issues.
• Producing audit and performance reports, identifying trends and opportunities for improvement.
• Helping customers save water and money through water-efficiency advice and simple fixes.
• Working collaboratively with internal teams and delivery partners to drive continuous improvement and excellent customer outcomes.

What you should bring to the role

• Experience working within a team-focused operational environment.
• Strong problem-solving skills and the ability to analyse information and produce reports.
• Excellent communication and stakeholder management skills.
• A customer-first mindset with experience delivering great customer service.
• High attention to detail and a strong focus on quality, compliance and safety.
• Good IT skills and experience using business systems.
• Experience within the utilities sector or a similar field-based role.

To thrive in this role, the essential criteria you’ll need is:

• NVQ Level 2 Plumbing (or equivalent practical experience).
• Strong planning, organisation and decision-making skills.
• Ability to work independently and safely in a lone-working environment.
• Good understanding of Health & Safety legislation and safe working practices.
• Confidence to challenge, influence and drive positive outcomes.

Extra qualities that would be a great fit for our team:

• Meter reading and metering operations knowledge.
• Meter installation, maintenance or investigation experience.
• Experience using Safeguard, Sphera or similar compliance systems.
• Knowledge of Street Works compliance.
• Experience in the water, utilities or infrastructure sectors.
• Self-motivated, adaptable and committed to continuous improvement.

Base location: Hybrid – Field Based Hours 36 hours per week

What’s in it for you?

• A starting salary of £35,265 and up to £45,000 per annum depending on skills and experience.
• 24 days holiday per year, increasing to 28 with the 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 lots of benefits to help you take care of you 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.

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?

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.