Customer Service Technician - Luton Customer Delivery · Luton ·

Affinity Water; Luton; Hybrid; GBP 41,000 - 52,000; Full time

Benefits offered by this job

Company Van

Stand By Rotation

Annual leave

Celebration Day

Double match pension

Family benefits

Wellbeing Centre

Tap4Perks discounts

Affinity volunteering days

Life Assurance

Job summary

Affinity Water is seeking a Customer Service Technician for the Luton area. You will be part of a team managing Affinity Water’s below-ground network, ensuring regulatory compliance and high standards of customer service.

You will investigate enquiries, support water quality, and coordinate network isolation for planned and reactive works while building expertise to drive safe, efficient decisions across operations.

Qualifications

• Understanding of water network design and operation to meet regulatory requirements.
• Excellent communication and customer-centric approach.
• Full UK manual driving licence required to travel between sites.

Responsibilities

• Investigate, advise and report on enquiries within prescribed timescales, keeping customers informed throughout their journey with us.
• Help to preserve our water quality by ensuring all works are delivered within regulatory and company standards.
• Help to steward our networks, planning and executing network isolations to facilitate planned and reactive works, investigating reports of visible leakage and completing Network MOTs to assure the accessibility and operability of our assets.
• As you build your expertise, you’ll ensure Affinity Water are able to make well‑informed, efficient and cost‑effective decisions on the operation, repair and maintenance of the network.

Skills

Water network knowledge

Customer service

Driving licence

Communication skills

Job description

A brilliant opportunity has arose to join Affinity Water as a Customer Service Technician (CST), in our Luton area.

The Role:

As a Customer Service Technician, you will be part of a team that manages the operation of Affinity Water’s below ground network, ensuring that networks are stewarded, customers are served, and water quality is preserved at all times.

You’ll play a key role in serving our customers, providing a quality customer experience that meets customers’ expectations every time.

What you'll be doing:

• Investigate, advise and report on enquiries within prescribed timescales, keeping customers informed throughout their journey with us.

• Help to preserve our water quality by ensuring all works are delivered within regulatory and company standards.

• Help to steward our networks, planning and executing network isolation's to facilitate planned and reactive works, investigating reports of visible leakage and completing Network MOTs to assure the accessibility and operability of our assets.

• As you build your expertise, you’ll ensure Affinity Water are able to make well‑informed, efficient and cost‑effective decisions on the operation, repair and maintenance of the network.

What you’ll need:

• A good understanding of the water network design and operation, and be ready to apply this knowledge to ensure the organisation meets its regulatory requirements and performance commitments.

• Excellent communication skills and a customer‑centric approach, always striving to go the extra mile for your customers.

• You will need a full/Clean manual UK driving licence to travel between sites and offices.

Recruitment Process:

Closing date: 24/09/2026

Benefits:

Salary: Base salary = £41,462 + Flex Allowance: £5,045

Standby: 1 in 6 rotation = £5,882 (Separate payment on top of salary)

Total Package: £52,389

Benefits:

• £52,389 (salary dependant on skills and experience)

• Company Van

• Stand By Rotation: 1 in 6

• Hours of work: 08:00am - 16:00pm (Mon - Thurs) 08:00am - 15:30pm (Friday)

• Annual leave from 23-27 rising with length of service, and the option to purchase up to 5 extra days.

• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.

• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)

• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.

• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.

• Access to our Wellbeing Centre with support for looking after your physical and mental health.

• Discounts at a Range of Retail Outlets through our Tap4Perks scheme

• Discounts on Dental and Medical Insurance through our Tap4Perks scheme through salary sacrifice

• Up to 4 Affinity days a year to volunteer in the community.

• Life Assurance.

Disability Confident

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.

You can find out what it’s like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.