Technical Wastewater Advisor

This role is a great blend of technical thinking and customer support. You’ll be the person who helps us understand what’s happening when customers report wastewater issues, using your knowledge and judgement to guide the right actions. Working closely with our contact centre and our operational teams, you’ll assess problems remotely, share your expertise with colleagues, and help us deliver a smoother and more reassuring service for our customers. Your insights will also support our wider business improvement work as we continue to modernise our wastewater services.

What you’ll be doing as a Technical Wastewater Advisor
• Handling more complex customer enquiries about wastewater issues, including pollution concerns and internal or external flooding
• Using phone and video tools to assess problems remotely and offer clear, accurate next steps
• Supporting contact centre colleagues with technical guidance and helping them understand different wastewater journeys
• Deciding on the right follow-up actions, such as arranging a site visit or offering practical self-help advice
• Working closely with teams across the business, including operational colleagues, network engineers and external partners
• Sharing your technical knowledge to improve our processes and help colleagues feel confident when speaking to customers
• Explaining issues in a simple, reassuring way that customers can easily understand
• Spotting opportunities to improve how we work and contributing to new approaches that support better service

Location: Kemble Court, Reading. Hybrid working is available once training is completed.
Working pattern: 08:00–16:00 Monday to Friday to begin with. In the future, working patterns may evolve to include weekends or shift elements, and we will always discuss any changes with you well in advance.

What you should bring to the role
• A good understanding of pollution risks and how to recognise early warning signs
• Strong technical experience, ideally gained in a field engineering role or similar environment
• Confidence in taking initiative and managing different priorities
• An understanding of wastewater networks, flooding issues or wastewater treatment
• Familiarity with industry guidelines and how they influence our work
• Experience with Salesforce would be helpful, but full training will be provided
• Comfortable using IT systems and Microsoft Office tools

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.

Find out more about our benefits and perks

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.

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.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

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.

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: 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.