Claims Advisor

We’re looking for a Claims Advisor to join our Operations Customer Relations Team. If you’re great at handling customer queries and enjoy solving problems, this could be the perfect role for you.

As a Claims Advisor, you’ll be the first point of contact for customers claiming Thames Water. You’ll take ownership of your cases from start to finish, ensuring every customer receives clear updates and a smooth resolution.

What you’ll be doing as a Claims Advisor

• Managing customer claims from start to finish – Handling written and phone enquiries, keeping customers updated, and ensuring each case is resolved fairly.
• Using multiple business systems to review claims, working with different teams, and handling differing opinions on resolutions.
• Engaging with various stakeholders to achieve the best outcome, and confidently challenging decisions when necessary.
• Logging all details in our CRM system and ensuring work meets business and regulatory standards.
• Handling inbound and outbound calls, working with Insurance and Legal teams, and taking part in coaching and feedback sessions.

Base location: You can choose to work from one of our two office locations: Reading (RG2 6AD) or Swindon (SN2 8BN). This role follows a hybrid work format, with a minimum of two days in the office per week.

What you should bring to the role

• Great customer service experience, ideally including written communication
• Strong communication and negotiation skills to confidently explain decisions, handle claims effectively, and engage with different stakeholders.
• Excellent organisation and attention to detail to manage multiple cases, prioritise tasks, and keep accurate records.
• Problem-solving and investigation skills.
• If you have experience with case management, complaints handling, or property damage claims, that’s a plus! However training on internal systems like WFM, CRM, C4C, and SWIMS will be provided.

What’s in it for you?

• Competitive salary from £22,400 to £28,000 per annum depending on skills and experience.
• Annual Leave - 24 days holiday per year increasing to 28 with the length of service.
• Generous Pension Scheme through AON.
• Access to many benefits to help you take care of your and your family’s health and well-being, 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.

The 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 a 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. We aim to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support you.

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, meet colleagues and earn some extra money along the way.

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.