Customer Water Quality Scientist

Water Quality Scientist – Job Overview

We're looking for a Water Quality Scientist to serve as the key interface between our Water Operations teams and our customers. You'll manage escalated water quality complaints, ensuring thorough investigation, resolution to a high standard, and delivery within agreed timescales.

Working within our Customer Services Water Quality team, you'll engage directly with customers by phone and in writing, providing reassurance, assessing risk, and ensuring every concern is handled professionally and empathetically.

• Respond to escalated water quality complaints within set deadlines.
• Speak directly with customers to assess risk and understand concerns.
• Arrange water sampling and network operations where required.
• Carry out in-depth investigations, including interpreting laboratory data.
• Monitor complaint trends to identify wider events or emerging issues.
• Work closely with operational teams to resolve multiple complaints.
• Notify external agencies (Local Health Authorities and Environmental Health) when necessary.
• Maintain accurate, DWI‑auditable customer contact records.

• You will be the critical link between customers and operations, making a real difference when it matters most.
• You will combine scientific investigation with customer care, using evidence to drive solutions.
• Your work directly supports public health, regulatory compliance and customer trust.

This is a full‑time role aligned to our escalation mandate of 9 am‑5 pm, Monday to Friday.

• Strong written and verbal communication skills.
• Excellent organisational and time‑management abilities.
• Proven customer service experience (call‑centre or complaint handling experience is highly relevant).
• Confidence using corporate IT systems.
• Strong problem‑solving skills and attention to detail.

• Degree‑level qualification (or equivalent) in a scientific discipline.
• Knowledge of water quality issues.
• Familiarity with water science terminology and laboratory data interpretation.
• Disability Confident employer.

Disability Confident – As a Disability Confident employer, we offer an interview to any applicant who declares they have a disability and meets the minimum criteria for the job as defined by us. We may limit the overall number of interviews offered during high‑volume periods.

Due to the high volume of applications we receive, we may close the advert earlier than advertised. We encourage you to apply as soon as possible to avoid disappointment.

Competitive starting salary from £32,000 per annum, depending on experience. Additional benefits include:

• Annual leave – 26 days per year, increasing to 30 with length of service (plus bank holidays).
• Performance‑related pay plan linked to company performance measures.
• Generous pension scheme through AON.
• Health and wellbeing perks: annual health MOTs, physiotherapy and counselling, cycle‑to‑work schemes, shopping vouchers, life assurance.