Customer service incident management specialist

Posted on:

Job Details

Location: Reading

Type: Permanent

Ref: e20015372a


What is the purpose of the role?

To handle and resolve inbound customer enquiries relating to operational issues. To give you a flavour, you will answering key internal and external stakeholder, but this is only the tip of the iceberg as the range of activities/Incidents you will deal with is really varied. You will work with customers and the business to identify suitable solutions to issues and agree resolution. This can be done over the phone or in writing. You will put our customers at the heart of everything you do. Being prepared to tackle operational incidents ensuring our customers are fully informed via our communication channels is key for this role.

What makes this role unique?

This is a great opportunity to join a highly motivated and fast paced team within Thames Water. Working in the prestigious Wholesale Contact Centre (WCC), you will have the opportunity to provide first class customer service to our customers, as well as working alongside a variety of different internal and external stakeholders. We are a high performing team working 24/7, 365 days a year so we need people who are able to deliver this for our customers and the team. There is a shift pattern in place (4 days working 10hr shift, followed by 4 days off) where you would be working both night and day shifts, along with an expectation to work an additional 14 days (training, team meetings etc).

What will this role involve?

This role will involve:

Responding to inbound customer contact either over the phone or in writing and giving our customers an exceptional experience.

To be the voice of Thames Water to customers and represent the company professionally.

Carrying out a variety of Incident Management tasks eg handling reports of leaks made via our website, managing the bulletin board process to keep our customers and agents informed, directing work to other Thames Water departments to get responses for our customers, and many other items.

Clearly demonstrating our values to both internal and external customers.

Meeting targets as given to ensure we deliver a high level of customer satisfaction.

What are we looking for?

You will have a strong background in Customer Service and be able to deal effectively with enquiries in a professional manner. A professional communication style is essential and you should demonstrate a brand awareness to ensure that Thames Water is delivering a consistently high service to all of our customers at all times. You will be able to work within a fast paced, sometimes pressurised environment you must be able to deliver consistently high standards and respond to events effectively. Strong interpersonal skills are a must. We are looking for a reliable and committed individual, someone who has adopted the Thames Water values as well as understanding our vision.

Thames Water information and salary details

This role is based in Reading and we are offering a starting salary of 18,700 with up to a 25% shift allowance. 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 opportunities employer; please help us maintain this by ensuring you omit your date of birth from your CV. Applications for each vacancy are considered in isolation and short listing is always based on how closely applications match the role profile for each vacancy.

About Thames Water

Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.

We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.

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

Closing Date: The closing date for applications is 21/03/2019.