Responsibilities

Are you passionate about delivering excellent customer service and resolving complex issues? We’re looking for a Claims Advisor to join our Operations Customer Relations Team. If you thrive on problem-solving, managing cases end-to-end, and making a real difference to customers, this could be the perfect role for you.

What you’ll be doing as a Claims Advisor

As a Claims Advisor, you’ll be the first point of contact for customers making claims against Thames Water. You’ll manage each case from start to finish, ensuring fair outcomes and clear communication throughout.

Your responsibilities will include:

• Handling written and telephone enquiries from customers regarding claims.
• Investigating liability for damages or insurance impacts by reviewing internal systems and supporting evidence.
• Managing ongoing claims until resolution or settlement, ensuring compliance with business and regulatory timeframes.
• Recording all case details accurately in our CRM system.
• Providing clear, professional outcomes to customers via phone or written communication.
• Collaborating with internal teams, including Insurance and Legal, to resolve claims.
• Navigating differing opinions and escalating where necessary to achieve the best outcome.
• Participating in coaching and feedback sessions to support continuous improvement.

Base location: You can choose to work from one of our two office locations: Reading (RG2 6AD) or Swindon (SN2 8BN). This role follows a hybrid work format, with a minimum of two days in the office per week.

Working hours: Monday – Friday with hours 8.00-15.45 and 9.15-17.00 alternate weeks

What you should bring to the role

• Strong customer service experience, including written and verbal communication.
• Excellent investigation and problem-solving skills.
• Confidence in explaining decisions and negotiating with a range of stakeholders.
• High attention to detail and strong organisational skills to manage multiple cases.
• Professional telephone manner and the ability to handle sensitive conversations.
• IT literacy, including MS Office and the ability to swiftly learn internal systems.
• Flexibility and resilience to adapt to changing business needs and priorities.
• A collaborative, team-oriented mindset.

We would be particularly interested in hearing from applicants that have:

• Experience in case management, complaints handling, or property damage claims.
• Knowledge of Thames Water’s Clean and Waste Operations.
• Familiarity with internal systems and processes.

What’s in it for you?

The role of the Claims Advisor is a unique opportunity for an experienced customer services agent to work with a small, friendly, select team. You’ll be liaising with contractors and our legal team, with no two days the same.

• Salary up to £28,500 per annum, depending on skills & experience
• 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays)
• Performance-related pay plan up to 10% of salary
• 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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

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.

Our overarching aim is to ensure that Thames Water is a great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any barriers to success, so if you need assistance, 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 support our customers on the frontline as an ambassador. Full training will be given for this 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.