Customer Liaison

Be the voice of the community at Mogden Sewage Treatment Works. This key role tackles odour and site impact concerns, ensuring swift, effective responses and stronger local relationships. You'll connect operational teams with residents, drive transparency, and lead on odour management to meet strict regulatory standards.

What you’ll be doing as a Customer Liaison:

• Leading odour reporting and investigations across site teams.
• Building strong relationships with councils, councillors, and residents.
• Managing customer queries and complaints via the Mogden mailbox.
• Overseeing odour maintenance and monitoring using Envirosuite.
• Maintaining the Odour Management Plan and updating the Mogden website.
• Ensuring timely follow-up on customer-impacting issues.
• Championing a customer-first approach and collaborating across teams.

Base location: Hybrid - Mogden (STW) - TW7 7LW

Working pattern or hours: 36 Hours per week (Monday to Friday)

What should you bring to the role?
To thrive in this role, the essential criteria you’ll need are:

• Proven experience in customer service, stakeholder management, or community liaison roles.
• Operational management experience, ideally within the water industry or a similar regulated environment.
• Project management skills and experience delivering improvements based on customer feedback.
• Strong communication, negotiation, and interpersonal skills.
• Ability to analyse data, identify trends, and implement solutions.
• Ability to work independently and collaboratively across teams.

Additional skills and experiences would be great to have/bring:

• Experience working in or with wastewater treatment or related sectors is highly desirable.
• Knowledge of wastewater treatment processes and regulatory requirements.
• Experience engaging with local communities and managing sensitive issues.
• Familiarity with complaint management systems and reporting tools.
• Proficiency in using Envirosuite or similar environmental monitoring platforms.

What’s in it for you?

• Offering a salary up to £45,000 per annum, depending on skills and experience.
• Annual Leave: 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays)
• Performance-related pay plan directly linked to company performance measures and targets.
• 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 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.