Field-Based Smart Meter Technician

Thames Water Utilities Limited; United Kingdom; Hybrid; GBP 35,000 - 45,000; Full time

Benefits offered by this job

24 days holiday

Generous Pension Scheme

Health & wellbeing benefits

Cycle to Work

Life assurance

Job summary

Thames Water Utilities Limited is seeking a Customer Service Technician to join our Smart Metering team in a hybrid field-based role. You will investigate meter issues, install and replace meters, and deliver safety and quality audits while helping customers manage water use.

This role emphasizes problem solving, clear communication, and collaboration with both customers and delivery partners to drive service excellence and environmental commitments.

Qualifications

• NVQ Level 2 Plumbing or equivalent practical experience.
• Experience in field-based customer service roles preferred.
• Strong problem-solving and documentation skills.

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

Problem-solving

Excellent communication

Stakeholder management

Customer service

Attention to detail

IT skills

Utilities sector experience

Team-oriented

Education

NVQ Level 2 Plumbing (or equivalent practical experience)

Tools

Safeguard

Sphera

Compliance systems

Job description

Thames Water Utilities Limited is seeking a Customer Service Technician to join our Smart Metering team in a hybrid field-based role. You will investigate meter issues, install and replace meters, and deliver safety and quality audits while helping customers manage water use.

This role emphasizes problem solving, clear communication, and collaboration with both customers and delivery partners to drive service excellence and environmental commitments.