Customer Support Technician

Job Description

The Role

As a Customer Support Technician, you’ll play a vital role in protecting our customers, communities and the environment. Working out in the field, you’ll respond to wastewater related issues, investigate the root cause, and ensure the right actions are taken to put things right.

You’ll become a trusted point of contact for customers, guiding them through incidents with clear communication and a focus on delivering excellent service. Alongside resolving issues on the ground, you’ll capture accurate data, support incident response activity, and contribute to improving the performance of our wastewater network.

Every day in this role is different — you'll be using your technical skills, problem solving abilities and customer focus to make a real, visible impact across the area you serve.

Role Accountabilities

In this role, you will:

• Act as the first responder to wastewater incidents including flooding, pollution, odour, collapse, blockages and defective apparatus.
• Investigate root causes, support on site works such as high pressure water jetting and CCTV surveys, and raise further work as required
• Liaise daily with Field Teams, Direct Service Providers, Alliance partners, and other internal and external stakeholders.
• Ensure full compliance with Health & Safety policies, wastewater procedures, and Environment Agency protocols.
• Collect and report regulatory data, ensuring accuracy and completeness for all attended incidents.
• Issue Section 159 emergency notices where access to private land is required to complete essential work.
• Keep customers fully informed throughout the end to end process, arranging GSS or discretionary payments where applicable.
• Completing end of day close down activity and capturing learning from each incident, ensuring insights are shared to improve future responses and prevent repeat issues.
• Attend and manage planned customer appointments and respond to customer complaints via phone, written communication or face to face.
• Support the Local Incident Team during major events or escalations.
• Contribute to proactive campaigns such as “what not to flush” and escalate ongoing FOG issues.

Essential Skills & Experience

To be successful in this role, you’ll need:

• 5 GCSEs (A–C or equivalent), including Maths and English.
• Full UK Driving License
• Ability to work in confined spaces.
• Awareness of Water Industry regulators and industry standards.
• Strong communication and interpersonal skills, with the ability to work across multiple teams and departments.
• Excellent organisational, analytical and problem solving abilities.
• The ability to remain calm under pressure, manage conflict, and set realistic customer expectations.
• Strong reporting skills with the ability to produce clear, accurate and well-structured technical reports.

What will I be working:

The normal working week for your role is 37 hours per week Monday to Sunday.

You will be required to work a rotating shift pattern comprising 10-hour shifts.

Normal operational hours are 08:00 to 22:00 Monday to Sunday (inclusive) on a shift pattern.

We’d love to hear from you if…

• You enjoy helping people and can stay calm, patient and reassuring when situations are challenging.
• You’re comfortable talking to customers in person or over the phone and can explain things clearly and simply.
• You like practical, hands on work and enjoy figuring out what’s causing a problem.
• You can work well on your own but also enjoy being part of a wider team.
• You’re organised, reliable and able to manage your time when each day looks a little different.
• You can confidently use basic technology and are happy learning new systems (we’ll train you).
• You’re someone who notices details and takes pride in doing things thoroughly and safely.
• You’re motivated, ‘hands-on’ and happy supporting colleagues or customers — whether the task is big or small.
• You want a role where you can make a real difference for customers, communities and the environment.

What’s it in for you:

💧 Salary £40,232 plus a shift allowance of £9,108 per annum
💧 This role will be field based, based out of one of our operational hubs
💧 A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
💧 A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
💧 Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
💧 A comprehensive healthcare plan through our company-funded scheme
💧 MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
💧 Best Doctors
💧 Salary Finance
💧 Wealth at Work courses
💧 Deals and discounts
💧 EVolve Car Scheme
💧 Employee Assistance Plan
💧 Mental health first aiders
💧 ShareBuy
💧 MORE Choices flexible benefits
💧 Enhanced parental leave schemes