Retailer Account Manager

We're looking for a proactive and people-focused professional to lead customer service relationships with our NHH Retail customers. In this role, you’ll design and deliver smart engagement and communication plans that build strong, lasting partnerships.

What you’ll be doing as a Retailer Account Manager
You’ll be the vital link between our retailers and Thames—championing their voice within our business and clearly communicating our goals, plans and performance back to them. Your work will play a key role in shaping their experience of dealing with Thames Water and maximising our commercial outcomes from incentives to improve our services. Our NHH Retailers provide approximately 20% of the Thames Water’s income and our services to Retailers are subject to as much as £100m of rewards and penalties over the next 5 years.

• Be the key point of contact for our NHH Retail customers, representing their needs and concerns within Thames Water to ensure their voices are heard.
• Drive customer service improvements by acting on feedback from surveys, meetings, and engagement activities to deliver a better experience.
• Lead retailer engagement by planning and, where appropriate, running forums, webinars, “Ask the Expert” sessions, account management meetings, and ad-hoc communications.
• Keep stakeholders informed with regular updates and presentations on key issues, escalations, and service performance.
• Resolve complaints efficiently and work with internal teams to fix root causes and prevent issues from recurring.
• Support new retailers through a smooth onboarding process and provide ongoing help with contract management.
• Reading based, flexible hybrid role
• Monthly visits to other sites

What you should bring to the role

• A natural ability to build strong, positive relationships with both customers and internal teams.
• A friendly, approachable attitude with a can-do mindset.
• A knack for breaking down complex information and explaining it clearly and simply.
• Flexibility and resilience, with sharp problem-solving skills to tackle challenges head-on.
• Excellent communication skills—both written and verbal—with the confidence to engage at all levels.
• Strong presentation skills, with the ability to inform, influence, and inspire.

What’s in it for you?

• Competitive salary from £45,000 to £55,000 per annum
• 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
• 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.

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.