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Case Management Advisor

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Thames Water

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Location:
United Kingdom , Swindon

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Contract Type:
Not provided

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Salary:

27040.00 GBP / Year

Job Description:

Thames Water is looking for passionate Case Management Advisors to join our fast-paced Case Management Team. Whether you’re resolving complex customer cases end-to-end or working proactively behind the scenes to prevent issues before they happen, this role puts you right at the heart of our customer experience.

Job Responsibility:

  • Owning and managing customer cases through to resolution
  • Liaising with other departments to obtain additional details and insight
  • Making outbound calls and responding to inbound customer enquiries
  • Communicating clearly with customers via phone, email and letter
  • Supporting the Revenue and Complaints teams during busy periods

Requirements:

  • Passionate about delivering great outcomes for customers
  • Motivated to learn new skills with a positive, can-do attitude
  • Drive to get things right first time
  • Curiosity about customer needs and tenacious in finding the right outcome
  • Strong investigation and problem-solving skills
  • Proactive, self-motivated and keen to continuously learn and improve
  • Confident using multiple systems and happy to adapt to new technology
  • Great attention to detail, following processes accurately and recording clear, concise case notes
  • Comfortable using Microsoft Office and have basic IT skills
  • Previous customer service experience
  • Ability to commit to three months of on-site training
What we offer:
  • 24 days of holiday, increasing to 28 days with service
  • Generous contributory pension scheme – up to 12% of company contribution
  • Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources
  • Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline

Additional Information:

Job Posted:
March 19, 2026

Expiration:
March 27, 2026

Work Type:
Hybrid work
Job Link Share:

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