Strategic Customer Planner for Field Operations

Thames Water Utilities Limited; Slough; Hybrid; GBP 19,000 - 22,000; Full time

Job summary

Thames Water Utilities Limited is seeking a Customer Planner to join our Customer Solution Centre in Slough. You’ll help our field teams reach the right jobs with the right information and resources, while keeping customers informed throughout their journey.

You will plan and allocate work for field crews, monitor progress, communicate clearly with customers, and handle escalations as needed, collaborating with contractors and internal teams to keep work moving smoothly.

Qualifications

• Experience working in a fast-paced customer service or operational environment.
• Experience planning, scheduling or coordinating work for field-based teams would be beneficial.
• Experience using Salesforce or working within the water or wastewater industry would be helpful, but it’s not essential.

Responsibilities

• Plan and allocate work to our field teams, making sure engineers have the right information, skills and equipment to complete jobs successfully.
• Prioritise and monitor work throughout the day, adjusting plans when operational demands or customer needs change.
• Speak with customers to understand their situation, provide clear updates and take ownership of issues through to resolution.
• Support customers through more complex or sensitive journeys, including complaints and escalations.
• Work closely with field teams, contractors and internal stakeholders to keep work progressing smoothly.
• Maintain accurate records, support operational incidents when required and help identify opportunities to improve how we work.

Skills

Fast-paced environment

Customer service

Planning and scheduling

Stakeholder management

Problem solving

Tools

Salesforce

Job description

Thames Water Utilities Limited is seeking a Customer Planner to join our Customer Solution Centre in Slough. You’ll help our field teams reach the right jobs with the right information and resources, while keeping customers informed throughout their journey.

You will plan and allocate work for field crews, monitor progress, communicate clearly with customers, and handle escalations as needed, collaborating with contractors and internal teams to keep work moving smoothly.