About

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 serviceLocation: 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