Customer Guarantee Scheme Advisor

This role sits at the heart of our Customer Guarantee Scheme (CGS) Payments Team, focusing on processing payments and supporting customers who may be entitled to compensation. It’s a detail-oriented position that combines customer service with data accuracy, working closely with colleagues and contractors across Thames Water to make sure every payment is handled fairly and on time.

What you’ll be doing as a Customer Guarantee Scheme Advisor

• Process customer payments in line with regulatory obligations and the Customer Guarantee Scheme (CGS), maintaining accurate and auditable records across corporate systems and tracking tools.
• Respond to customer queries over the phone and through written correspondence, using both standard and tailored letters to explain entitlements or resolve payment-related questions.
• Investigate and analyse CGS payment requests from other business areas and the public, ensuring fair outcomes and compliance with company policy.
• Review compliance failures identified within the CGS Payments Team, completing necessary amendments and ensuring a clear audit trail.
• Support continuous improvement by highlighting recurring drivers of CGS payments to management, assisting with data reconciliation activities (weekly, monthly and annually) to improve accuracy and customer experience.

Base Locations: Hybrid - Kemble Court, RG2 6AD or Hybrid - Walnut Court - SN2 8BN

Working Pattern: 36 hours per week

What you should bring to the role:

• Strong Excel skills, including the use of basic formulas and functions such as VLOOKUP to analyse and manage data effectively.
• Proven experience in accurate data entry and reporting, providing reliable performance information for senior management and external stakeholders.
• Solid numeracy skills with attention to detail; experience in accounting or reconciliation processes would be an advantage.
• You will be comfortable dealing with staff of all levels and able to constructively challenge or influence people and processes to identify improvements. As this is a very small team, a positive demeanour and being a good team player are essential qualities.

What’s in it for you?

• This role will be paid from £24,800 to £31,000 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.
• Performance-related pay plan directly linked to company performance measures and targets.
• 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 meaningful career opportunities, flexible working arrangements and excellent benefits.
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.

We’re 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 that’s extra time, accessible formats, or anything else just let us know, 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.