About

We’re looking for a hands-on, customer-focused individual to join our operational response team as a Customer Incident Responder.This is a field-based role at the heart of Thames Water’s incident response operations. You’ll be part of a fast-moving unit that plays a vital role in protecting public health and maintaining customer trust during service disruptions. Whether responding to emergencies or preparing for future incidents, you’ll help ensure our customers stay informed, supported, and supplied with water when they need it most.What you’ll be doing as a Customer Incident Responder Responding to incidents and supporting customers, including vulnerable groups.Setting up and managing bottled water stations across the Thames Water region.Developing site-specific plans for key locations such as hospitals, schools, and prisons.Supporting customer communication and response efforts during incidents.Driving and maintaining a company van, adhering to all road safety regulations.Leading and supporting on-site teams to ensure safe and coordinated operations.Carrying out proactive, customer-focused tasks when not responding to incidents.Always ensuring compliance with health, safety, and hygiene standards. Location: This is a field-based role. While your base location may be one of our operational sites, your starting point should be within the Thames Water area.Working Pattern: This role works on a 16-week shift pattern with rotating shift times between 06:00 and 22:00. There is also a requirement for weekend working on a rotating basis.We currently have two available positions – one permanent and one fixed-term contract.What you should bring to the role Full UK driving licence and a confident driver.Comfortable with manual handling tasks and the physical as