Case Management Advisor - Swindon, Wiltshire

Case Management Advisor - Swindon, Wiltshire, SN2 8BN

Contract: PermanentSalary: A competitive starting salary of 27,040 per annumReady to make a real difference for customers when it matters most?
Thames Water is looking for passionate Case Management Advisors to join our fastpaced Case Management Team. Whether youre resolving complex customer cases endtoend or working proactively behind the scenes to prevent issues before they happen, this role puts you right at the heart of our customer experience.

What youll be doing as a Case Management Advisor
As a Case Management Advisor, youll take ownership of customer cases from start to finish, ensuring every query is progressed, investigated and resolved with the customer at the heart of everything you do.

Youll manage a varied and fastmoving workload, handling incoming work while progressing ongoing investigations. This will involve working closely with colleagues across the business to gather information, resolve issues and deliver the right outcomes for our customers.

Your daytoday responsibilities will include:

• 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.

This is a role with real variety; no two days are the same. Youll play a vital part in supporting our wider business while delivering a service you can be proud of.
Were passionate about what we do, and providing a great experience for our customers truly matters to us.

What you should bring to the role
Youll be passionate about delivering great outcomes for customers and motivated to learn new skills, with a positive, cando attitude and a drive to get things right the first time. Youll care about every step of the customer journey and take pride in seeing cases through to resolution.

If you have the willingness to learn, we can teach you the rest. Experience is a bonus, but its not essential for us, its all about having the right mindset.

Were looking for people who:

• Are curious about customer needs and tenacious in finding the right outcome, setting customers up for future success.
• Have strong investigation and problemsolving skills.
• Are proactive, selfmotivated and keen to continuously learn and improve.
• Are confident using multiple systems and happy to adapt to new technology.
• Have great attention to detail, following processes accurately and recording clear, concise case notes.
• Are comfortable using Microsoft Office and have basic IT skills.
• Bring previous customer service experience.

Youll be able to commit to three months of onsite training, giving you the time and support needed to confidently step into the role at our Swindon site.
You will be working 36 hours per week between the hours of 8 am and 5 pm Monday - Friday, on rotational shifts.
We are relocating to new office premises at Newbridge Square, Swindon, in 2026

Whats in it for you?

• A competitive starting salary of 27,040 per annum.
• 24 days of holiday, increasing to 28 days with service.
• 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 familys 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?
Were the UKs 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. Its a big job, and weve 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, youll enjoy
meaningful career opportunities, flexible working arrangements and excellent benefits.

If youre looking for a sustainable and successful career where you can make a daily difference to millions of peoples lives while helping to protect the world of water for future generations, well 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.

Were 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 thats extra time, accessible formats, or anything else, just let us know. Were here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, youll 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. Its 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.