Wastewater Technician

Thames Water Utilities Limited; Reading; Hybrid; GBP 37,000 - 44,000; Full time

Job summary

A leading UK water provider is seeking a Wastewater Technician to support customer service while safeguarding the environment. Responsibilities include handling complex wastewater enquiries, providing technical guidance, and assessing problems remotely. This role requires strong technical knowledge and customer service skills. It offers a salary of up to £44,000 per annum, benefits including a pension scheme, and a hybrid working arrangement after training.

Benefits

Generous Pension Scheme

24 days holiday, increasing to 28

Access to health and wellbeing benefits

Qualifications

• Excellent ability to take initiative and prioritize workload.
• Strong technical experience, preferably from a field engineer background.
• Knowledge of regulators and internal/external flooding issues.

Responsibilities

• Handle complex customer enquiries related to wastewater issues.
• Provide technical guidance to contact centre agents.
• Identify opportunities for service innovation and improvements.

Skills

Technical expertise in wastewater issues

Strong customer service skills

IT skills

Ability to assess problems remotely

Tools

Salesforce

Microsoft Office

Job description

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.

Qualifications

• 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.

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. We are looking for candidates who will be able to start on 12.01.2026. Please note the internal job title for this role is Virtual Technician.

Benefits

• 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 lots of benefits to help you take care of you and your family's health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

We’re the UK's largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It's a big job and we've got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.