Complex & Business Customer Support

As we continue the rollout of our smart metering programme, we're looking for a highly organised Non-Household (NHH) Metering Administrator to provide specialist support across some of our more complex business customer metering activities. This is a varied role where you'll manage complex cases, support bulk legal and warrant processes, coordinate activities across multiple teams and ensure accurate data supports operational delivery.

Your work will contribute directly to the successful rollout of smart meters for business customers, helping to improve market performance, reduce demand and leakage, and deliver a better customer experience. You'll work closely with our NHH Metering team, contractors, internal/external stakeholders including Leakage and Water Networks teams, retailers, MOSL interfaces and business customers.

• Managing complex metering cases and workflows involving business customers and retailers.
• Supporting bulk warrant and legal processes, including accurate data collation, timely submissions and compliance with relevant requirements.
• Collating, validating and preparing data and reporting to support operational delivery.
• Acting as a key point of contact for escalated administrative queries, ensuring cases are handled accurately, professionally and on time.
• Coordinating activities across teams including Legal, Field Operations, Metering and retailers.
• Supporting collaborative working with Leakage and Water Networks teams to help complete metering activities.
• Identifying opportunities to simplify and improve processes, particularly where activities are complex or manual.
• Providing ad hoc administrative support across NHH metering activities as priorities evolve.

We're looking for someone who is organised, confident working with complex information and comfortable managing multiple priorities and stakeholders.

• Strong attention to detail, with experience managing complex data sets and information.
• Experience of working with sensitive, regulated or process-driven activities.
• The ability to manage multiple stakeholders, cases and competing priorities effectively.
• Good communication skills, with the confidence to handle escalated or sensitive queries with tact and diplomacy.
• A structured and methodical approach to work.
• The ability to understand procedures and apply them effectively to more complex situations.
• Good judgement, with the ability to review information and determine the appropriate next steps.

Experience in any of the following would be beneficial, but isn't essential:

• Water industry or utilities experience.
• Metering knowledge.
• Knowledge of non-household water.
• Experience supporting legal or warrant processes.
• IT System and Power BI awareness.
• Confident in Microsoft Office applications, including Excel.
• Experience identifying or supporting process improvements.

Smart meters are changing how we manage water, and we're going big. Our ambition is to make all our business water meters smart by 2030, and we need great people to help us get there., 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…