This is a great opportunity to join our Technical Services team within the Service Management Centre. In this role, you will support customers through technically complex journeys, taking full ownership from start to finish and making sure work is delivered efficiently, safely, and with the customer always kept informed.

What you’ll be doing as a Technical Services Coordinator

Taking full end-to-end ownership of technically complex customer journeys, including reconnections and HVL processes, from initial survey through to completion, ensuring work is delivered within SLA and operational standards Validating incoming work, booking customer appointments Scheduling and tracking activity in Case Management, and coordinating the flow of work across internal teams and external partners until completion Working closely with a wide range of stakeholders, including field teams, planning and dispatch, contractors, councils, landlords, housing associations and emergency services, escalating issues where appropriateBase location: Kemble Court, Reading (hybrid with a minimum of 2 days a week in the office) Working hours: 8 am–4 pm, Monday to Friday

What you should bring to the role

Proven experience in a customer-facing role, with the ability to handle complex, emotive or challenging conversations professionally Strong attention to detail, with confidence in gathering accurate information and following processes correctly The ability to explain technical information clearly to customers, adapting your communication style to different audiences Experience working with technical or operational information, ideally within utilities, engineering, or a regulated environment, or the ability to learn this quickly Good IT skills, with experience using multiple systems and the confidence to learn new tools quicklyWhat’s in it for you?

This role will be paid from £26,226 up to £28,000 per annum depending on skills and experience 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 (Please note different T&Cs apply if on secondment)

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