Job Description

We currently have an opening for a Claims Advisor within our Operations Customer Relations team. This is a key role where you'll support customers with their claims and help us reach fair, well-informed outcomes.

What you'll be doing as the Claims Advisor

Recording all casework clearly and accurately in our CRM system, with coaching and feedback available to support you. Investigating claims by reviewing evidence and information from systems across the business. Deciding whether the business can accept liability and communicating clear outcomes to customers by phone or in writing. Having constructive conversations with colleagues to work through differing views on how a claim should be resolved. Working with a wide range of stakeholders, including Legal and Insurance teams, and escalating cases when needed. Managing both inbound and outbound customer calls as part of your day-to-day role.

Base location: Kemble Court or Walnut Court (hybrid)



Working hours: Monday to Friday 8 am to 4 pm or 9 am to 5 pm

What you should bring to the role

Strong investigation, organisational and prioritisation skills, with the ability to work well under pressure and meet deadlines. A professional telephone manner and excellent communication skills to engage confidently with customers and senior stakeholders. Clear and confident written skills, able to produce professional letters in different styles. Effective negotiation skills to resolve claims, including those of significant value, with both internal and external stakeholders. Good IT skills, including MS Office, email, and the ability to learn new systems, software and processes. A flexible, positive and collaborative approach, supporting team goals and adapting to changing business and customer needs. Experience or confidence in handling claims or complaints, case management, or working with systems such as WFM, CRM, C4C or SWIMS.

What's in it for you?

This role will be paid up to 28,000 per annum, depending on skills and experience. 24 days holiday per year, increasing to 28 with the length of service. (plus bank holidays) Generous Pension Scheme through AON. Access to lots of benefits to help you take care of yourself 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.



So, 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 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 real or perceived 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 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.