Purpose and Scope of the Role
Join Tetra Tech’s Water Operations team as a Customer Resolution Officer, supporting customers with water service enquiries, including private leak issues. You will handle contact by phone and email, manage cases through to resolution, and coordinate with internal teams and external partners to deliver clear, timely outcomes. You will keep accurate records, raise appointments and work requests on internal systems, and identify customers who may need additional support. This is a hands-on customer service role within a small, collaborative team, with full training provided. The wider Water Operations business comprises around 800 people supporting clean water and wastewater services across the UK.
Your Impact in this Position
In the short term, you will build confidence in Tetra Tech’s systems, processes and customer service approach. Medium term, you will play a key role in improving customer experience, reducing repeat contact and supporting efficient case resolution. Longer term, this role offers strong development in customer operations, problem solving and stakeholder management, with scope to grow across a major technical services organisation delivering significant utility projects and services.
Core Capabilities Required for Success
Customer Focus
- Provide a professional, empathetic and solutions-led service, always aiming to resolve issues accurately and first time.
Communication and Relationship Building
- Communicate clearly and confidently with customers, colleagues, contractors and partners, adapting tone and language to suit each situation.
Problem Solving and Ownership
- Take responsibility for issues, investigate options, escalate appropriately and see each case through to a clear outcome.
Digital and Administrative Accuracy
- Use internal systems and Microsoft Office effectively, maintaining precise records and managing appointments, work requests and follow-up actions.
Resilience and Judgement
- Work well under pressure, remain open to feedback, identify vulnerability or safeguarding concerns, and act with professionalism and integrity.
Qualifications and Training
Expected: 5 GCSEs grade A–C or equivalent, including English and Maths; strong IT skills; full UK driving licence.
Desirable: previous customer service experience and familiarity with MS Office at an advanced level. Full system training will be provided.
Work Patterns and Location
This is a 12-month fixed-term, 40hrs a week, Monday to Friday contract, based on a hybrid pattern of 3 days per week in the office, plus 2 days at home. Some flexibility may be required to support operational needs and customer demand.
