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Customer field investigator

Thames Water
Date Posted
11th September 2018
Customer Service
Stevenage, Romford, Enfield
£28,000 to £30,000 Per Annum

What is the purpose of the role?

We are currently seeking 2x Network Protection Investigator to join our team. You will work closely with our customers to support and educate them to stop the misuse of drains and prevent further 'Fatbergs' from forming. You will visit customers on a daily basis and engage with them on best kitchen practice in order to prevent sewer misuse from their premises. You will work closely with customers, building rapport with them in order to guide them with their grease management programme. The role will require you to carry out kitchen inspections and inform customers of their legal obligations, collecting evidence where appropriate in support of potential enforcement action. The ability to confidently manage difficult and challenging situations and remain calm under pressure is required.

What makes this role unique?

This is a very exciting time to join us as we continue to evolve and enhance what we do for our customers, by improving our approach and becoming more active in tackling misuse of our sewers. This is important to improving the service we provide and you will play a key part in this. This role provides a unique opportunity to be part of a new team tackling sewer misuse across the wastewater network. By working with customers you will actively be part of reducing blockages and sewage flooding; protecting our network, customers and the environment alike. Within this role, you will be the sole worker for your area. The position will suit someone who is self-motivated, enjoys taking ownership and working with customers to solve problems following a proven process of engagement. You will be the first point of contact for cases of sewer misuse working closely with your senior investigator to achieve a beneficial outcome for the customer and Thames Water.

What will this role involve?

Visiting and inspecting customer's premises, identifying possible sources of misuse and advising accordingly.

Educating customers on best grease management practice, informing them of their legal obligations.

Working closely with customers, building relationships in order to positively influence their behaviour.

Gathering thorough and suitable information whilst on site and submitting this for enforcement consideration where appropriate.

Working in compliance with company health and safety standards.

What are we looking for?

Are you a confident communicator who is able to work alone effectively managing your own time to deliver results? Do you have experience of working with and managing customer relationships? Are you a team player who can work towards a team objective whilst managing your own work load remotely? If so, this may be the ideal role for you. You will be active and flexible in your approach to work and possess the ability to communicate at all levels both written and verbal. You must be proficient in MS Office and have an open approach to learning. Due to the nature of the role, a clean driving license is essential as the post will work across a number of areas in the region. A company vehicle will be provided.

Integrity Declaration

Thames Water may conduct background checks and any offer may be withdrawn if you fail to disclose any relevant material that causes conflict with you being able to complete the duties of the role; which will include:

- Taking witness statements
- Dealing with and handling evidence within the evidential chain
- Giving evidence in legal proceedings under oath

Thames Water information and salary details

This is a field based role, and you will be responsible for the following areas: Stevenage, Romford, Enfield, Ilford. This role is full time, 36 hours per week from Monday - Friday between the hours of 9.00am and 21.00pm. Flexibility of working between these hours is required to ensure that the operational requirement is met. We are offering a salary of up to £30,000 depending on skills and experience. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 25/09/2018.

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