Case Management Specialist

Are you a Case Management expert who thrives on solving complex issues and driving meaningful change?

We’re looking for a Case Management Specialist to play a pivotal role within our Case Management team. This is an opportunity for an experienced professional with strong back‑office billing expertise to become a trusted point of contact, supporting colleagues, customers and the wider business with confidence and credibility.

What you’ll will be doing as our Case Management Specialist: In this role, you’ll act as a catalyst for improvement, working independently while collaborating closely with teams such as Knowledge Management, Training, Operational Teams and CSA colleagues to enhance ways of working and embed best practice. You’ll use your expertise to coach and develop others, share insight and ideas, and help deliver consistent, high‑quality resolutions that meet Thames Water standards.

As a visible role model for our Thames Water values and behaviours, you’ll influence positively, lead by example, and help shape a culture of continuous improvement across the function.

Key Responsibilities

• Coach and support colleagues to deliver high‑quality customer service.
• Share best practice and support team capability alongside the Team Manager.
• Ensure compliance with Thames Water policies and quality standards.
• Deliver excellent customer outcomes and complete quality reviews.
• Identify and support improvements to processes and ways of working.
• Act as first point of contact and escalation for agent queries.
• Use systems confidently to resolve complex Case Management enquiries.
• Create and maintain learning materials for complex processes.
• Handle customer contacts and escalations when required.
• Support people and HR processes for the Team Manager.

Base Location: Hybrid - Walnut Court - SN2 8BN    
Hours: 36 hours per week

What you should bring to the role:

• Strong working knowledge of Case Management processes and systems.
• Proven customer service experience.
• Excellent interpersonal and communication skills. (verbal, written and listening)
• Confident problem‑solver in a customer‑facing environment.
• Collaborative team player.
• High attention to detail with the ability to spot trends and risks.
• Ability to identify, manage and escalate risk appropriately.
• Coaching and feedback capability.
• Fully competent using company IT systems and Microsoft Office.

What’s in it for you?
Our customer service centre is a fun, fast paced environment where no two days will be the same.  You will be working with like-minded people who really want to make a difference to our customers.

• A competitive starting salary of £29,670.00 to and up to £37,085,00 depending on skills and experience 
• 24 days holiday per year increasing to 28 with the length of service. (Plus bank holidays)
• Contributory pension.
• Personal Medical Assessments – Open to all once a year.
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
• Performance-related pay plan directly linked to company performance measures and targets

Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)
We are relocating to new office premises at Newbridge Square, Swindon during 2026

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.