Incident Communications Agent

Pertemps; Reading; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

24 days holiday

Pension scheme through AON

Health and wellbeing benefits

Job summary

Thames Water is seeking a Customer Care Agent to support customers during incidents and events, ensuring clear, timely information while staying calm in a fast-paced environment.

The role is fixed-term for up to 10 months, based at Kemble Court, Reading, with a 36-hour weekly pattern across early and late shifts. You will coordinate communications and updates for priority customers and outages, supporting repairs and progress.

Qualifications

• Customer service experience, including handling calls and helping resolve customer complaints.
• An understanding of water and wastewater customer journeys and operational processes would be helpful.
• Any experience in incident management would be advantageous.
• Confidence in making decisions and adapting as priorities change in a fast-paced environment.
• The ability to manage deadlines and respond promptly when situations change.

Responsibilities

• Creating and updating event bulletins to keep teams informed.
• Contacting priority service customers to provide updates about outages and alternative water supplies.
• Supporting the Operations Contact Centre with clear information about repairs, incidents and progress.
• Working with internal teams and external stakeholders, including emergency services, Transport for London, the Environment Agency and local authorities.
• Monitoring any changes in service and escalating issues when additional support or action is needed.
• Using information and data to identify trends and support appropriate actions.

Skills

Customer service

Incident management

Water/wastewater knowledge

Job description

Thames Water is seeking a Customer Care Agent to support customers during incidents and events, ensuring clear, timely information while staying calm in a fast-paced environment.

The role is fixed-term for up to 10 months, based at Kemble Court, Reading, with a 36-hour weekly pattern across early and late shifts. You will coordinate communications and updates for priority customers and outages, supporting repairs and progress.