As a key member of our shift team, you will be responsible for assessing risks and initiating the appropriate incident response to minimize the impact of emerging risks on the business. In this strategic leadership role, you will act as the incident controller for internal incidents, driving the response and setting the overall strategy. You will also actively engage with stakeholders, ensure optimal use of resources, and ensure that clear, actionable plans are in place.

Additionally, you will maintain accurate records, share valuable insights, and help the business refine future responses or reduce the likelihood of incidents recurring.

What you’ll be doing as an Incident Manager

• Take the lead as the Incident Controller, guiding the team through internal incidents and setting the right response plans in motion.
• Ensure everyone involved in the incident is clear on their roles and responsibilities and their efforts are well-coordinated.
• Keep key internal and external stakeholders in the loop with timely updates on operational status and any water or wastewater service disruptions.
• Maintain a holistic view to understand and manage the impact on customer services.
• Communicate clearly and thoughtfully during and after incidents, engaging with internal teams, external stakeholders, customers, and regulators, following established procedures from the Incident Management playbook.

Base location:Reading, Kemble Court, RG2 6AD

Working Pattern/Hours:

• 12-hour shifts (6:00 am – 6:00 pm / 6:00 pm – 6:00 am)
• 14 shifts over a 6-week rotating cycle.

What you should bring to the role

• Preferably strong post-qualification experience in managing operational incidents.
• Exceptional relationship management, negotiation, and leadership abilities proven skills in collaborating across various stakeholder levels both internally and externally.
• Industry Background in water and wastewater operations is highly desirable. We also value relevant background in fast-paced, dynamic environments such as emergency services (police, ambulance) or operational management roles.
•  Ability to stay calm under pressure, prioritize competing demands effectively and make sound decisions in a risk-based environment, even when dealing with incomplete information.
• Proficient in using company IT systems, office software, and specialized incident management tools.
• A valid driving license and access to your vehicle are essential for the role.

What’s in it for you?

• Competitive salary up to £60,000 per annum based on skills and experience, plus £1,000 per month unsociable hours payment and £5,800 car allowance per annum.
• Annual Leave- 26 days holiday per year increasing to 30 with the length of service. (plus bank holidays)
• Annual Bonus.
• Generous Pension Scheme through AON.
• Private Medical Health Care.
• Access to lots of benefits to help you take care of your and your family’s health and well-being, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

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 ourpurpose 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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, 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.

The real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is a great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. We aim to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support you.

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, meet colleagues and earn some extra money along the way.

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.