Customer service advisor

Posted on:

Job Details

Location: Swindon

Type: Permanent

Ref: e20015124n

What is the purpose of the role?

We work in a critical and fascinating business that delivers water and wastewater service to a quarter of the UK, provides world class drinking water to 9 million people, protects our rivers and produces enough renewable energy from waste every year to power a town the size of Swindon. In this role, you’ll be at the heart of that, helping customers who contact us through a variety of channels about their bills, meters and service-related enquiries. This could be via phone, email, letter or social media. We are passionate about everything we do and giving a great service to our customers really matters to us. You will be part of a friendly and caring team that are always working together towards the same goal.

What makes this role unique?

You will take ownership of the customer’s issue, being curious to fully understand the query and identify the best solution to resolve it first time so that the customer never has to call or email us back. Our customer service centre is a fun, fast paced environment where you will be working with like-minded people who really want to make a difference to our customers. Thames Water is a place where you can grow your career – the 4 weeks of innovative training you’re given when you start will give you a fantastic grounding to develop your future career in customer service or move in to one of our other many support functions. You will have mentors and a supportive management team that will help you shine, with team huddles and rewards such as star of the week and employee of the month, as well as the opportunity to get involved in team building activities such as our annual raft race for Wateraid and our Pantomime!

What will this role involve?

As an agent of the future, you will be expected to deliver great customer outcomes at the first point of contact.

This means you could be answering an incoming call, speaking to another department to get some extra detail to resolve your customers query, making an outbound call back to a customer or writing a customer a letter or email. There is a lot of variety in this job and no two days will be the same.

We are committed to giving you great training on tap that will make sure you are confident in helping customers via the phone, email, letter and social media.

We promise to keep reviewing your training plan with you on a monthly basis, to ensure you are getting the training and development you need.

What are we looking for?

We are really open-minded about your past experience, but you must be a motivated person with a positive approach and a passion to get it right first time for each customer. If you have a willingness to learn, we can teach you the rest. Experience in dealing with high volumes of calls would be a bonus, as would experience of writing to customers, but this is not essential. It’s all about the right attitude for us.

We are looking for people who have these attributes:

Curious in understanding customer needs and tenacious in doing what needs to be done to achieve the right outcome for each customer.

Proactive and a self-learner who constantly looks to improve and deliver for each customer.

A strong preference for drinking tap water over bottled and commitment to not flush wet wipes down the toilet would also help your chances!

Thames Water information and salary details

This role is based at our service centre on Kembrey Business Park in Swindon. We are offering a salary up to 23,000, dependent on experience. You will be working 36 hours per week between the hours of 8am and 8pm Monday - Friday. You will also be required to work 1 in 3 Saturdays; for this you will be given time off in the week, allowing for a brilliant work life balance. We’re leading the way with our award-winning mental health and wellbeing strategy. Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 30 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more. You will also have the chance to work overtime as the business demands and you can be part of our refer-a-friend bonus, where you can receive up to 1,000 for helping someone get a permanent position within the company. And we’re proud to be here for our local community around Swindon, offering all of our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.

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

Closing Date: The closing date for applications is 29/05/2019.