Field Incident Responder: Water & Customer Support

Thames Water Ltd; England; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Generous Pension Scheme

Health & wellbeing benefits

Cycle to Work

Job summary

Thames Water is seeking a hands-on Customer Incident Responder for field-based operations. You will be part of a fast-moving incident response unit, protecting public health and keeping customers informed and supplied during disruptions.

Key duties include responding to incidents, setting up bottled water stations, developing site plans for hospitals and schools, and leading on-site teams. A UK driving licence and resilient, customer-focused approach are essential.

Qualifications

• Full UK driving licence required.
• Comfortable with manual handling tasks.
• Strong communication and interpersonal skills under pressure.
• Able to work independently in remote locations and outdoor environments in all weather.
• Basic IT skills to use portable devices.
• Customer-focused approach with can-do attitude.
• Awareness of health, safety and hygiene standards.
• Experience in customer service or utilities sector is a bonus.

Responsibilities

• Respond to incidents and support customers, including vulnerable groups.
• Set up and manage bottled water stations across the Thames Water region.
• Develop site-specific plans for key locations (hospitals, schools, prisons).
• Support customer communication and response efforts during incidents.
• Drive and maintain a company van, following road safety regulations.
• Lead and support on-site teams to ensure safe, coordinated operations.
• Carry out proactive, customer-focused tasks when not responding to incidents.
• Maintain a presentable appearance and adhere to health and hygiene standards.

Skills

Full UK driving licence

Good communication

Manual handling

Independent working

IT skills

Customer-focused

Health, safety, hygiene awareness

Job description

Thames Water is seeking a hands-on Customer Incident Responder for field-based operations. You will be part of a fast-moving incident response unit, protecting public health and keeping customers informed and supplied during disruptions.

Key duties include responding to incidents, setting up bottled water stations, developing site plans for hospitals and schools, and leading on-site teams. A UK driving licence and resilient, customer-focused approach are essential.