Wastewater Technician

idibu; England; Hybrid; GBP 37,000 - 44,000; Full time

Job summary

A major water utility company is looking for a Wastewater Technician to provide technical assistance in complex customer inquiries and support operational improvements. This role offers a competitive salary of up to £44,000 per annum with hybrid working options after training. Candidates should have a strong technical background and excellent problem-solving abilities.

Benefits

Annual leave of 24 days, increasing with service

Performance-related pay plan

Generous Pension Scheme

Health and wellbeing benefits

Qualifications

• Strong understanding of identifying pollution and associated risks.
• Experience in a field engineer background or similar role.
• Competent in using IT skills.

Responsibilities

• Handle complex customer enquiries related to wastewater.
• Use technology to assess problems and provide resolutions.
• Collaborate with different teams and communicate effectively.

Skills

Technical experience

Problem-solving

Communication skills

Initiative

Tools

Salesforce

Microsoft Office

Job description

Overview

As a Wastewater Technician, you will play a key role in supporting the company’s business turnaround strategy by delivering exceptional service to customers while safeguarding the environment and local communities. Positioned within the contact centre team, you will act as a technical expert, bridging the gap between customer service and field operations. Your insights and experience will help shape a more efficient and customer-focused service, contributing to continuous improvement across the business.

Responsibilities

• Handle complex customer enquiries related to wastewater issues, including pollution and internal/external flooding.
• Use phone and video technology to assess problems remotely, providing accurate diagnoses and resolutions.
• Support contact centre agents by offering technical guidance on specific wastewater journeys.
• Determine and initiate appropriate follow-up actions such as scheduling site visits or offering self-help solutions to customers.
• Collaborate with various teams, including Operational Service Centre agents, network engineers, and external partners like Lanes Group PLC.
• Share your technical expertise to assist colleagues and improve internal processes.
• Communicate clearly and effectively with customers, using non-technical language to explain issues and solutions.
• Contribute to service innovation by identifying opportunities for improvement and helping implement new approaches.

Location

Kemble Court, Reading. Hybrid working is available following a training period.

Working pattern

08:00-16:00 Monday to Friday initially. In the future, there could be changes to the working pattern, which may include weekends and an element of shift patterns. Any proposed changes would be discussed in advance.

Starting date

We are looking for candidates who will be able to start on 12.01.2026.

Internal job title

Internal job title for this role is Virtual Technician.

What you should bring to the role

• A good understanding of identifying pollution, including any associated risks.
• Strong technical experience, preferably gained from a field engineer background or similar.
• Excellent ability to take initiative and be able to triage/prioritise workload.
• Knowledge of regulators.
• Knowledge of internal/external flooding issues and wastewater treatment.
• Experience using Salesforce is desirable; however, all training will be provided.
• Competent with IT skills and Microsoft Office software.

What’s in it for you?

• This role will be paid up to £44,000 per annum, depending on skills and experience.
• Annual Leave - 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays).
• Performance-related pay plan directly linked to company performance measures and targets.
• Generous Pension Scheme through AON.
• Access to benefits for health, wellbeing, and finances, including annual health MOTs, physiotherapy, counselling, Cycle to Work schemes, shopping vouchers, and life assurance.

Who we are

We’re the UK’s largest water and wastewater company, serving more than 16 million customers. We aim to build a better future for customers, communities, people, and the planet, and we welcome passionate and skilled people who want to make a difference.

Learn more about our purpose and values

Learn more about our purpose and values.

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work where every day you can make a difference. We offer meaningful career opportunities, flexible working arrangements, and excellent benefits.

If you’re seeking a sustainable and successful career where you can make a daily difference to millions of people’s lives while protecting the world of water for future generations, we’ll support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Join the Thames Water family.

Equality, diversity and inclusion

We are committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to support you through the recruitment process. If you need adjustments, please let us know.

Crisis support

When a crisis happens, we rally to support our customers. As part of Team Thames, you can sign up to support our customers on the frontline as an ambassador. Full training will be provided.

Disclaimer

Due to high application volumes, we may close the advert earlier than the advertised date. We encourage you to apply as soon as possible to avoid disappointment.