Customer Service Technician

The Customer Service Technician position in Slough involves joining Thames Water’s Smart Water Metering team on a full-time basis. You will investigate and resolve meter faults, perform installations and replacements, and guide customers on managing their water consumption. Field-based, the role requires collaboration with delivery partners and the Smart Meter Operations Centre to bolster service performance and support environmental targets through leakage reduction.

A starting salary of £35,265 applies, rising to £45,000 based on skills and experience.

NVQ Level 2 in Plumbing or equivalent practical experience is essential, alongside a proactive approach to problem-solving and strong customer-facing abilities. Do you have an NVQ Level 2 in Plumbing (or equivalent practical experience) and enjoy solving problems while delivering excellent customer service?

Thames Water are looking for a proactive Customer Service Technician to join our Smart Water Metering team. In this field-based role, you'll investigate and resolve meter issues, carry out installations and replacements, and help customers better understand and manage their water usage. Working with customers, delivery partners and the Smart Meter Operations Centre, you'll play a key role in improving service performance, maintaining high-quality standards and supporting Thames Water's environmental commitments through smarter water use and reduced leakage.

This is a great opportunity for someone with practical plumbing experience who enjoys working independently, helping customers and making a real difference every day.

• Carrying out Health & Safety, compliance and quality audits across metering activities.
• Investigating and resolving smart meter issues, including connectivity, stale and zero-read meters.
• Installing and replacing meters to ensure reliable service for customers.
• Visiting customers to resolve complaints, escalations and service-related issues.
• Producing audit and performance reports, identifying trends and opportunities for improvement.
• Helping customers save water and money through water-efficiency advice and simple fixes.
• Working collaboratively with internal teams and delivery partners to drive continuous improvement and excellent customer outcomes.

• Experience working within a team-focused operational environment.
• Strong problem‑solving skills and the ability to analyse information and produce reports.
• Excellent communication and stakeholder management skills.
• A customer‑first mindset with experience delivering great customer service.
• High attention to detail and a strong focus on quality, compliance and safety.
• Good IT skills and experience using business systems.
• Experience with in the utilities sector or a similar field‑based role.

• NVQ Level 2 Plumbing (or equivalent practical experience).
• Strong planning, organisation and decision‑making skills.
• Ability to work independently and safely in a lone‑working environment.
• Good understanding of Health & Safety legislation and safe working practices.
• Confidence to challenge, influence and drive positive outcomes.

• Meter reading and metering operations knowledge.
• Meter installation, maintenance or investigation experience.
• Experience using Safeguard, Sphera or similar compliance systems.
• Knowledge of Street Works compliance.
• Experience in the water, utilities or infrastructure sectors.
• Self‑motivated, adaptable and committed to continuous improvement.

If you’re passionate about customer service, enjoy working in the field and want to play a part in helping customers and communities use water wisely, we’d love to hear from you.

Base location:
Hybrid – Field Based Hours 36 hours per week

• A starting salary of £35,265.00 and up to £45,000.00 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.
• Performance‑related pay plan directly linked to company performance measures…