Wastewater Technician

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

Job summary

A leading UK water company is seeking a Wastewater Technician to manage customer inquiries related to wastewater issues. This hybrid role requires a technical background with excellent communication skills. The position offers a salary of up to £44,000 per annum along with various benefits including annual leave and a pension scheme. Candidates should have a strong technical and customer service orientation and be able to start on 12.01.2026.

Benefits

Performance-related pay plan

Generous Pension Scheme

Health and wellbeing benefits

Qualifications

• Understand pollution identification, including associated risks.
• Strong technical experience from a field engineering background.
• Excellent ability to prioritize workload.
• Knowledge of wastewater treatment issues.
• Experience using Salesforce is desirable.

Responsibilities

• Handle complex customer inquiries related to wastewater.
• Assess problems using phone and video technology.
• Support agents with technical guidance.
• Schedule site visits or offer self-help solutions.
• Collaborate with various teams.
• Communicate clearly with customers.

Skills

Identifying pollution

Technical experience

Initiative

Knowledge of regulators

Knowledge of flooding issues

Salesforce

IT skills

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 and working pattern

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.

Start date

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

Role title

Please note the 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 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.

Who are we?

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.

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, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

Equality, diversity and inclusion

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

Crisis response

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer

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.